Workforce Management Analyst

Position:
Workforce Management Analyst

Company:
Gusto

Compensation:
$105,000/yearly to $129,000/yearly in Denver and Las Vegas, $98,775/yearly to $121,000/yearly in Phoenix

Location:
United States, Denver, CO; Phoenix, AZ; Las Vegas, NV

Employment type:
Full-time

Work Arrangement:
Hybrid (2-3 days in office)

Short Summary:
Gusto is seeking a team-oriented, analytically-driven Workforce Management Analyst to contribute to scaling operations and enhancing performance in contact center challenges. The role emphasizes proactive thinking, AI fluency, and data-driven decision-making.

Responsibilities:
- Build and maintain optimized, multi-department schedules.
- Interpret automated performance signals for strategic staffing decisions.
- Facilitate performance reviews with operations leaders.
- Manage queue and skill routing changes.
- Design and improve WFM automation using AI tools.
- Communicate with internal stakeholders and external vendors.
- Participate in on-call PagerDuty rotation for real-time alerts.
- Serve as a system administrator for WFM and routing tools.
- Provide leadership and accountability across the team.
- Act as a data analytics subject-matter expert.

Requirement:
- 7-8+ years of contact center WFM experience.
- AI fluency and hands-on experience with automation.
- Strong analytical and data visualization skills.
- Experience with WFM platforms and new technologies.
- Excellent judgment, communication, and problem-solving skills.
- Demonstrated leadership and accountability.
- Familiarity with COPC, ICMI, and/or SWPP standards.

Benefits:
- Competitive base pay, benefits, and equity (RSUs).
- Supportive workplace culture reflecting diverse backgrounds.
- Commitment to equal opportunity and reasonable accommodations.