WFM Analytics & Automation Specialist

Triwill Group; Denver (CO); Hybrid; USD 98,000 - 129,000; Full time

Job summary

Gusto is seeking a Workforce Management Analyst to scale operations and drive the next level of WFM excellence. You will design intraday systems, interpret performance signals, and build AI-enabled tooling to automate and optimize scheduling across departments.

Ideal candidates have 7–8+ years in contact center WFM, strong analytics, and leadership skills, with a proactive, data-driven mindset and familiarity with COPC/ICMI/SWPP standards.

Qualifications

• 7–8+ years of contact center WFM experience.
• Ability to adopt and operationalize AI tools in a WFM context.
• Strong dashboarding and interactive reporting experience.
• Proven track record of learning new WFM tools quickly.
• Excellent judgment, communication and problem-solving skills.

Responsibilities

• Build and maintain optimized, multi-department schedules to meet service levels.
• Interpret performance signals and intraday data to staffing decisions.
• Lead daily/weekly performance reviews with ops leaders.
• Manage queue and routing changes to align staffing with demand.
• Design and improve WFM automation and AI-enabled tooling.

Skills

AI fluency

Analytical skills

Data visualization

Leadership

Communication

Problem-solving

WFM knowledge

Tools

WFM platforms

Job description

Gusto is seeking a Workforce Management Analyst to scale operations and drive the next level of WFM excellence. You will design intraday systems, interpret performance signals, and build AI-enabled tooling to automate and optimize scheduling across departments.

Ideal candidates have 7–8+ years in contact center WFM, strong analytics, and leadership skills, with a proactive, data-driven mindset and familiarity with COPC/ICMI/SWPP standards.