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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Resource Management & Analytics - **Company:** Gusto - **Location:** San Jose, CA, United States - **Experience:** Expert - **Salary:** $105,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Data Analysis, Data Visualization, Software Tools, Data Analytics, Tools for Reporting, Pagerduty - **Published:** August 18, 2026 - **Apply:** https://job-boards.greenhouse.io/gusto/jobs/8104224 ## About the Role * 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). Gusto is an AI-forward company and active AI use is expected daily. * 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. The cash compensation range for this role is $105,000/yearly to $129,00/yearly in Denver and Las Vegas, and most remote locations, and $98,775/yearly to $121,000/yearly in Phoenix. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above., You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to: * Blindness * Deafness * Cancer * Diabetes * Epilepsy * Autism * Cerebral palsy * HIV/AIDS * Schizophrenia * Muscular dystrophy * Bipolar disorder * Major depression * Multiple sclerosis (MS) * Missing limbs or partially missing limbs * Post-traumatic stress disorder (PTSD) * Obsessive compulsive disorder * Impairments requiring the use of a wheelchair * Intellectual disability ## Description Gusto is looking for a team-oriented, analytically-driven Workforce Management Analyst who loves strategically thinking outside the box to solve complex contact center challenges. You will report into the Workforce Management (WFM) team and serve as an integral contributor to scaling operations and propelling Gusto to the next level of success. The WFM Analyst is a forward-looking role that bridges planning and performance across scheduling and intraday operations. As automation increasingly handles routine monitoring tasks, this role focuses on higher-order work: designing the systems and workflows that power intraday operations, interpreting performance signals to drive strategic decisions, and building the next generation of WFM tooling. This position places a strong emphasis on proactive thinking, AI fluency, and the ability to translate data into action - grounded in industry best practices (COPC, ICMI, SWPP). Schedule Note: Coverage hours are between 6am-6pm MT Here's what you'll do day-to-day: * 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., Glassdoor Indeed Facebook Built In Colorado News Article Conference or Meetup Gusto Blog Gusto Employee Gusto Website Billboard/Outdoor Ads Are you legally authorized to work in the country where you are applying?* Select... Will you now or in the future require visa sponsorship for employment?* Select... If you'll require this employer to commence, i.e., "sponsor," an immigration or work permit case in order to employ you, either now or at some point in the future, then you should answer yes. An example of an immigration or work permit case that may require sponsorship now or in the future would be an H-1B or other employment-based work permit sponsorship., In addition to the information required to consider your application, below is a set of demographic questions that help us identify areas for improvement in our process and further support the development and execution of our diversity efforts and programs as well as to create a more inclusive environment for all employees. ## Related Videos - [The 2026 Talent Pivot: Essential Trends for an Evolving Workforce](https://www.wearedevelopers.com/videos/100098-the-2026-talent-pivot-essential-trends-for-an-evolving-workforce) - [ Secure Code Superstars: Empowering Developers and Surpassing Security Challenges Together](https://www.wearedevelopers.com/videos/422-secure-code-superstars-empowering-developers-and-surpassing-security-challenges-together) - [AI in Leadership: How Technology is Reshaping Executive Roles](https://www.wearedevelopers.com/videos/1705-ai-in-leadership-how-technology-is-reshaping-executive-roles) - [Data Science in Retail](https://www.wearedevelopers.com/videos/586-data-science-in-retail) - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Why Your Next Best Talent Might Not Be in Your Neighborhood](https://www.wearedevelopers.com/videos/1861-why-your-next-best-talent-might-not-be-in-your-neighborhood) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Data Analyst Salary Austria](https://www.wearedevelopers.com/magazine/275-data-analyst-salary-austria) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [Data Analyst Salary in Switzerland](https://www.wearedevelopers.com/magazine/276-data-analyst-salary-in-switzerland) - [How to Ensure a Reasonable Salary Before an Interview](https://www.wearedevelopers.com/magazine/322-how-to-ensure-a-reasonable-salary-before-an-interview)