AI-Driven WFM & Analytics Lead

Gusto, Inc.; Denver (CO); Hybrid; USD 105,000 - 129,000; Full time

Job summary

Gusto is seeking a Workforce Management Analyst to scale operations by designing intraday systems and AI-enabled workflows. You will bridge planning and performance across scheduling and intraday operations, driving data-informed decisions and automation.

You will partner with the WFM team, apply COPC/ICMI/SWPP practices, and own proactive insights that improve service levels across chat, phone, and email channels.

Qualifications

• 7-8+ years of contact center WFM experience spanning scheduling, intraday, operational reporting.
• AI fluency required: ability to adopt and operationalize AI tools in a WFM context; hands-on automation experience.

Responsibilities

• Build and maintain optimized schedules across departments to meet service targets.
• Interpret performance signals and intraday data to drive staffing decisions.
• Lead daily/weekly performance reviews with operations leaders and drive actions.
• Manage queue and skill routing changes to align staffing with demand.
• Design and improve WFM automation, including intraday alerts and dashboards.
• Communicate staffing impacts and insights to stakeholders.
• On-call PagerDuty rotation to monitor real-time alerts and ensure rapid escalation.
• Serve as a system administrator for WFM and routing tools.
• Provide leadership and accountability across the team.
• Surface actionable data to influence decisions.

Skills

AI fluency

WFM experience

Data visualization

Dashboards

Communication

Job description

Gusto is seeking a Workforce Management Analyst to scale operations by designing intraday systems and AI-enabled workflows. You will bridge planning and performance across scheduling and intraday operations, driving data-informed decisions and automation.

You will partner with the WFM team, apply COPC/ICMI/SWPP practices, and own proactive insights that improve service levels across chat, phone, and email channels.