Hybrid opportunity at
GustoWFM Resource Management & Analytics
Gusto provides HR, payroll, 401(k), and health insurance services to support more than 500,000 small businesses nationwide, operating with physical office locations in Denver, San Francisco,…
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About This Role
Gusto provides HR, payroll, 401(k), and health insurance services to support more than 500,000 small businesses nationwide, operating with physical office locations in Denver, San Francisco, and New York. The organization seeks an analytical and collaborative Workforce Management Analyst to join the Workforce Management team on a full-time, hybrid basis. This forward-looking position bridges performance and planning by focusing on scheduling, intraday operations, system design, and workflow development. Rather than…
Job Description
Gusto provides HR, payroll, 401(k), and health insurance services to support more than 500,000 small businesses nationwide, operating with physical office locations in Denver, San Francisco, and New York. The organization seeks an analytical and collaborative Workforce Management Analyst to join the Workforce Management team on a full-time, hybrid basis.
This forward-looking position bridges performance and planning by focusing on scheduling, intraday operations, system design, and workflow development. Rather than handling routine monitoring tasks, the professional in this role will build WFM automation tools, interpret real-time data signals, and design systems that enhance contact center operations. Candidates must have a strong enthusiasm for artificial intelligence, as active daily engagement with AI tools is expected for all team members.
Coverage hours for this position fall between 6 AM and 6 MT. Depending on proximity to designated physical offices in Denver, San Francisco, New York, or the subsidiary office in Scottsdale, staff members are expected to work on-site approximately two to three days per week. For remote or off-site days, employees must maintain a reliable and secure internet connection.
All full-time staff members receive equity in the form of restricted stock units, comprehensive benefits, and competitive base pay. Cash compensation tiers vary significantly by geography, with specific ranges established for locations such as Atlanta, Denver, New York, Phoenix, and San Francisco. This role is well-suited for an experienced contact center professional who excels at translating complex metrics into actionable strategies.
Responsibilities
- Design, create, and maintain multi-department schedules across all communication channels to meet specific service level goals while overseeing time off and non-productive activities.
- Analyze real-time performance indicators and intraday metrics to execute staffing adjustments, manage queue routing changes, and handle service escalations.
- Conduct weekly and daily performance evaluations with operational leadership to uncover root causes of variances like handle time, shrinkage, and volume, subsequently guiding corrective measures.
- Configure skill and queue routing, such as cross-training and agent reassignments, to match staffing levels with incoming customer demand.
- Develop and enhance WFM automation systems, including dashboard creation, push reports, and workflow integrations utilizing scripting and artificial intelligence tools.
- Communicate insights, staffing impacts, and proposed solutions clearly through written and verbal channels to leadership, vendors, and internal partners.
- Participate in an off-hours PagerDuty rotation to monitor, escalate, and resolve real-time incidents like routing failures, system outages, and service level drops.
- Operate as a system administrator for routing and WFM tools by implementing configuration changes alongside administrative teams.
- Maintain high standards of accountability and leadership across scheduling and intraday operations.
- Act as a subject matter expert in data analytics by providing meaningful data that guides stakeholder and customer choices.
Requirements
- Possess seven to eight or more years of contact center workforce management experience covering intraday operations, scheduling, and operational reporting.
- Demonstrate active AI fluency, including hands-on experience building automated alert systems, reporting pipelines, and workflow integrations.
- Exhibit strong data visualization and analytical capabilities through the creation of interactive reporting tools and dashboards.
- Show a proven history of rapidly learning, adopting, and administering new WFM platforms, routing tools, and technologies.
- Demonstrate end-to-end ownership of workforce management tooling or automation projects.
Qualifications
- Familiarity with industry standards including COPC, ICMI, or SWPP.
Core Skills
Benefits
- Competitive base pay
- Comprehensive benefits package
- Equity in the form of RSUs (restricted stock units)
Frequently Asked Questions
What is the remote work policy for this role?
This position is hybrid. Team members based near physical offices in Denver, San Francisco, New York, or the Scottsdale subsidiary are expected to work on-site approximately two to three days each week, and remote work requires a consistent, secure internet connection.
What experience is required for the WFM Analyst position?
Applicants must have 7-8+ years of contact center WFM experience covering scheduling, intraday operations, and operational reporting, along with demonstrated AI fluency and hands-on automation experience.
What salary does Gusto offer for this position?
Cash compensation varies by location, ranging from $98,775 to $121,000 in Phoenix, $105,000 to $129,000 in Denver and Atlanta, and $127,345 to $156,000 in New York and San Francisco, with final offers dependent on experience and expertise.
Are benefits provided with this job?
Yes, all full-time employees receive competitive base pay, benefits, and equity in the form of restricted stock units.
What are the working hours for this role?
The posting specifies that coverage hours fall between 6 AM and 6 PM Mountain Time, and the position includes participation in an on-call PagerDuty rotation for off-hours incidents.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.