Resource Management & Analytics, WFM

Responsibilities

• Build and maintain optimized, multi-department schedules; manage time off and non-productive activities to achieve service-level targets across contact channels.
• Interpret automated performance signals and intraday data to make strategic staffing decisions, including queue routing changes, skill adjustments, and escalations.
• Facilitate daily and weekly performance reviews with operations leaders; identify root causes of variance, recommend corrective actions, and drive follow-through.
• Manage queue and skill routing changes, including agent reassignment and cross-training decisions, to align staffing with demand.
• Design, build, and improve WFM automation, including intraday alert systems, push reports, dashboards, and workflow integrations, using AI tools and scripting.
• Communicate with internal stakeholders and external vendors about staffing impacts, mitigations, and data-driven insights.
• Participate in an on-call PagerDuty rotation for real-time alerts, system outages, service-level breaches, and routing failures.
• Administer WFM and routing tools, including configuration and routing changes under the guidance of administrative and systems teams.
• Provide leadership and accountability across scheduling and intraday operations.
• Serve as a data analytics subject-matter expert, surfacing actionable insights and influencing decisions.

Requirements

• 7–8+ years of contact center workforce management experience spanning scheduling, intraday operations, and operational reporting.
• Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context.
• Hands-on experience building automations, alert systems, reporting pipelines, and workflow integrations.
• Strong analytical and data visualization skills, including dashboard and interactive reporting development.
• Experience with WFM platforms and the ability to learn and adopt new tools and technologies.
• Excellent judgment, communication, and problem-solving skills.
• Demonstrated leadership, accountability, and ability to influence outcomes.
• Experience owning WFM automation or tooling initiatives end to end.
• Data analytics expertise and hands-on administration/configuration of WFM and routing tools.
• Familiarity with COPC, ICMI, and/or SWPP standards.

Compensation and Benefits

• Cash compensation in Denver, Las Vegas, and most remote locations: $105,000–$129,000 per year.
• Cash compensation in Phoenix: $98,775–$121,000 per year.
• Full-time employees receive competitive base pay, benefits, and equity (RSUs).
• Final offers vary based on location, experience, expertise, role level, and other factors.
• Employees working from designated Gusto offices generally work onsite approximately 2–3 days per week or more, depending on the role.
• Employees approved to work outside a Gusto office must maintain a secure, reliable, and consistent internet connection.