Workforce Management Analyst

Gusto is on a mission to grow the small business economy, handling payroll, health insurance, 401(k)s, and HR for over 500,000 small businesses nationwide. With teams in Denver, San Francisco, and New York, Gusto is building a workplace that reflects the people it serves. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

Gusto is looking for a team-oriented, analytically-driven Workforce Management Analyst to join the Workforce Management (WFM) team. This forward-looking role bridges planning and performance across scheduling and intraday operations, focusing on designing systems and workflows that power intraday operations, interpreting performance signals, and building next-generation WFM tooling. The role emphasizes proactive thinking, AI fluency, and translating data into action, grounded in industry best practices (COPC, ICMI, SWPP). Coverage hours are between 6am-6pm MT.

• 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.
• Facilitate daily and weekly performance reviews with operations leaders, identifying root causes of variance (volume, AHT, shrinkage) and recommending corrective actions.
• Manage queue and skill routing changes, including agent reassignment and cross-training decisions.
• Design, build, and continuously improve WFM automation, including intraday alert systems, push reports, dashboards, and workflow integrations, using AI tools and scripting.
• Communicate proactively with internal stakeholders and external vendors to surface staffing impacts and deliver data-driven insights.
• Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts.
• Serve as a system administrator for WFM and routing tools, making configuration and routing changes under guidance.
• Provide leadership and accountability across the team, upholding standards and driving work forward.
• Serve as a data analytics subject-matter expert, surfacing actionable data and influencing decisions.

• 7-8+ years of contact center WFM experience spanning scheduling, intraday, and operational reporting.
• AI fluency required: demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; hands-on experience building automations (alert systems, reporting pipelines, workflow integrations).
• Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools.
• Demonstrated experience with WFM platforms and a track record of quickly learning new tools.
• Excellent judgment, communication, and problem-solving skills.
• Demonstrated leadership and accountability.
• Demonstrated track record of owning WFM automation or tooling initiatives end-to-end.
• Data analytics subject-matter expertise; hands-on system administration/configuration of WFM and routing tools.
• Familiarity with COPC, ICMI, and/or SWPP standards.

The cash compensation range for this role is $105,000/yearly to $129,00/yearly in Denver and most remote locations, and $98,775/yearly to $121,000/yearly in Phoenix. Final offer amounts are determined by multiple factors, including candidate location, experience, and expertise. All full-time employees receive competitive base pay, benefits, and equity (RSUs).

This role is hybrid in Denver, CO or Scottsdale, AZ. Employees based in Denver, San Francisco, or New York City are expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, whose physical office is in Scottsdale. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.