Resource Management & Analytics, WFM

Gusto is seeking a Workforce Management Analyst to join their team in Denver, CO, Phoenix, or Las Vegas. The successful candidate will be responsible for building and maintaining optimized schedules, interpreting automated performance signals, and making strategic staffing decisions.

Responsibilities:

• Build and maintain optimized, multi-department schedules
• Interpret automated performance signals and intraday data to make strategic staffing decisions
• Facilitate daily and weekly performance reviews with operations leaders
• Manage queue and skill routing changes
• Design, build, and continuously improve WFM automation
• Communicate proactively with internal stakeholders and external vendors
• Participate in an on-call PagerDuty rotation
• Serve as a system administrator for WFM and routing tools
• Provide leadership and accountability across the team
• Serve as a data analytics subject-matter expert

Requirements:

• 7-8+ years of contact center WFM experience
• AI fluency required
• Strong analytical and data visualization skills
• Demonstrated experience with WFM platforms
• Excellent judgment, communication, and problem-solving skills
• Demonstrated leadership and accountability
• Data analytics subject-matter expertise
• Familiarity with COPC, ICMI, and/or SWPP standards

The cash compensation range for this role is $105,000/yearly to $129,00/yearly in Denver and Las Vegas, and $98,775/yearly to $121,000/yearly in Phoenix.