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WFM Resource Management & Analytics
Gusto provides payroll, health insurance, retirement, and HR solutions for small businesses. The Workforce Management Analyst will bridge planning and performance across scheduling and intraday operations by interpreting data, making staffing decisions, and developing automated WFM systems and workflows. The role also supports routing tools, performance reviews, stakeholder communication, and real-time incident response.
Responsibilities
- 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 outcomes, and driving work forward across scheduling and intraday operations
- Serve as a data analytics subject-matter expert — surfacing actionable, meaningful data and influencing internal stakeholders and customers toward decisions we can act on
Skills
- 7-8+ years of contact center WFM experience spanning scheduling, intraday, 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 to surface WFM insights for operations and leadership
- Demonstrated experience with WFM platforms and a track record of quickly learning and adopting new tools and technologies
- Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels
- Demonstrated leadership and accountability — able to set standards, influence outcomes, and drive results across a team
- Demonstrated track record of owning WFM automation or tooling initiatives end-to-end
- Data analytics subject-matter expertise — turning data into clear, actionable insights that influence stakeholder and customer decisions; hands-on system administration/configuration of WFM and routing tools
- Familiarity with COPC, ICMI, and/or SWPP standards
Benefits
- All full-time employees receive benefits and equity (RSUs).
- Hybrid work arrangement of approximately 2-3 days per week in the office for employees based in Denver, San Francisco, and New York City.
- Hybrid work arrangement for Symmetry employees based in Scottsdale, with approximately 2-3 days per week in the office.
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