Senior WFM & AI Analytics Lead

Gusto; San Francisco (CA); Hybrid; USD 98,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

Job summary

Gusto is seeking a Workforce Management Analyst to strategically scale operations and drive intraday excellence. You will design scheduling, automate workflows, and leverage AI to improve staffing decisions across multi‑channel support.

You will lead data-driven reviews, build dashboards for leadership, and act as a system administrator for WFM tools. Hybrid work reduces manual effort and elevates service levels.

Qualifications

• 7–8+ years in contact center WFM scheduling and intraday.
• AI fluency with hands-on automation and alerting.
• Proven ability to build dashboards and dashboards for ops.
• Experience with WFM platforms and quick learner of new tools.
• Strong communication and leadership across teams.

Responsibilities

• Build and maintain optimized, multi‑department schedules; manage time off and non‑productive activities to achieve service level targets across all contact channels.
• Interpret automated performance signals and intraday data to make strategic staffing decisions — including queue routing changes, skill adjustments, and escalations — that protect service levels and customer experience.
• Facilitate daily and weekly performance reviews with operations leaders: identify root causes of variance (volume, AHT, shrinkage), recommend corrective actions, and drive follow‑through to improve staffing outcomes.
• Manage queue and skill routing changes — including agent reassignment and cross‑training decisions — to align staffing with demand and maintain service level achievement.
• Design, build, and continuously improve WFM automation — including intraday alert systems, push reports, dashboards, and workflow integrations — using AI tools and scripting to scale the team’s capacity, reduce manual effort, and advance next‑generation WFM capabilities.
• Communicate proactively — verbally and in writing — with internal stakeholders and external vendors to surface staffing impacts, propose mitigations, and deliver data‑driven insights to leadership.
• Participate in an on‑call PagerDuty rotation to monitor and respond to real‑time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off‑hours incidents.
• Serve as a system administrator for WFM and routing tools — making and driving configuration and routing changes under the guidance of the admin/systems teams — acting as the support layer that operationalizes tooling and routing changes.
• Provide leadership and accountability across the team — upholding team standards, taking ownership of outcomes, and driving work forward across scheduling and intraday operations.
• Serve as a data analytics subject‑matter expert — surfacing actionable, meaningful data and influencing internal stakeholders and customers toward decisions we can act on.

Skills

WFM experience

AI fluency

Data visualization

Leadership

Stakeholder comms

Dashboard development

COPC familiarity

Tools

WFM platforms

Job description

Gusto is seeking a Workforce Management Analyst to strategically scale operations and drive intraday excellence. You will design scheduling, automate workflows, and leverage AI to improve staffing decisions across multi‑channel support.

You will lead data-driven reviews, build dashboards for leadership, and act as a system administrator for WFM tools. Hybrid work reduces manual effort and elevates service levels.