WFM Resource Management & Analytics

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About the role

About Gusto At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff — payroll, health insurance, 401(k)s, and HR — so owners can focus on their craft and their customers. With teams in Denver, San Francisco, and New York, we support more than 500,000 small businesses nationwide and are building a workplace that reflects the people we serve. All full-time employees receive competitive base pay, benefits, and equity (RSUs) — because everyone who helps build Gusto should share in its success. Offer amounts are determined by role, level, and location. Learn more about our Total Rewards philosophy . AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process. About the Role: Gusto is looking for a team-oriented, analytically-driven Workforce Management Analyst who loves strategically thinking outside the box to solve complex contact center challenges. You will report into the Workforce Management (WFM) team and serve as an integral contributor to scaling operations and propelling Gusto to the next level of success. The WFM Analyst is a forward-looking role that bridges planning and performance across scheduling and intraday operations. As automation increasingly handles routine monitoring tasks, this role focuses on higher-order work: designing the systems and workflows that power intraday operations, interpreting performance signals to drive strategic decisions, and building the next generation of WFM tooling. This position places a strong emphasis on proactive thinking, AI fluency, and the ability to translate data into action — grounded in industry best practices (COPC, ICMI, SWPP). Schedule Note: Coverage hours are between 6am-6pm MT Here’s what you’ll do day-to-day: • 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

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