AI-Driven WFM & Analytics Lead

Gusto; Atlanta (GA); Hybrid; USD 99,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Total Rewards

Job summary

Gusto is seeking a team-oriented Workforce Management Analyst to scale our contact center operations. You will bridge planning and performance across scheduling, intraday tasks, and automation, with a focus on AI-enabled tooling and data-driven decision making.

You’ll work with the WFM team to design systems, interpret performance signals, and translate insights into actionable staffing strategies while collaborating with operations and vendors. A strong analytics background is essential.

Qualifications

• 7-8+ years of contact center WFM experience including scheduling, intraday, and reporting.
• Strong ability to adopt and operationalize AI tools in a WFM context; hands-on automation experience.
• Experience building dashboards and interactive reporting for operations and leadership.
• Familiarity with COPC/ICMI/SWPP standards and WFM platforms.

Responsibilities

• Build and maintain optimized schedules across departments to meet service level targets.
• Interpret performance signals to inform staffing decisions and route adjustments.
• Lead daily/weekly performance reviews and drive root-cause analysis and corrective actions.
• Design and improve WFM automation, alerts, dashboards, and integrations using AI tools.

Skills

AI fluency

Data visualization

WFM tooling

Leadership

Stakeholder communication

Tools

WFM software

Dashboard tools

Job description

Gusto is seeking a team-oriented Workforce Management Analyst to scale our contact center operations. You will bridge planning and performance across scheduling, intraday tasks, and automation, with a focus on AI-enabled tooling and data-driven decision making.

You’ll work with the WFM team to design systems, interpret performance signals, and translate insights into actionable staffing strategies while collaborating with operations and vendors. A strong analytics background is essential.