AI-Powered WFM Analytics & Automation Lead

Gusto; Scottsdale (AZ); Hybrid; USD 98,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Competitive benefits

Job summary

Gusto is looking for a Workforce Management Analyst to join the WFM team. You will drive scheduling, intraday decisions, and automation design to scale operations and improve service levels. The role emphasizes AI fluency, data storytelling, and collaboration with operations and vendors.

You will own analytics, build dashboards, and translate performance signals into actionable staffing strategies, while partnering with cross-functional teams in a fast-paced, hybrid environment.

Qualifications

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

Responsibilities

• Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to achieve service level targets.
• Interpret automated performance signals and intraday data to make strategic staffing decisions.
• Facilitate daily and weekly performance reviews with operations leaders; identify root causes of variance and drive actions.
• Design, build, and continuously improve WFM automation and alert systems using AI tools and scripting.
• Communicate proactively with stakeholders and vendors to surface staffing impacts and insights.
• Participate in on-call PagerDuty rotation to monitor alerts and outages.

Skills

WFM experience

AI fluency

Data visualization

Dashboarding

Leadership

Stakeholder communication

Tools

WFM platforms

Job description

Gusto is looking for a Workforce Management Analyst to join the WFM team. You will drive scheduling, intraday decisions, and automation design to scale operations and improve service levels. The role emphasizes AI fluency, data storytelling, and collaboration with operations and vendors.

You will own analytics, build dashboards, and translate performance signals into actionable staffing strategies, while partnering with cross-functional teams in a fast-paced, hybrid environment.