# Resource Management & Analytics, WFM

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Denver, CO, Phoenix, AZ, Las Vegas, NV
**Role:** Data Analytics
**Salary:** $99k – $129k/yr
**Experience:** 8+ years
**Skills:** workforce management, contact center operations, scheduling, intraday management, Data Analytics, Data Visualization, Dashboards, AI Tools, Scripting, Automation, pagerduty, queue routing, copc, icmi, swpp
**Posted:** 2026-08-03

> Analyzes contact center workforce data, optimizes scheduling and intraday staffing, and builds AI-powered WFM automations and reporting. The role requires 7–8+ years of WFM experience, strong analytics and visualization skills, platform administration experience, and leadership across operational stakeholders.

## Job Description

## 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.

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