Resource Management & Analytics, WFM
Gusto is a payroll and HR platform that helps small businesses pay domestic and international employees, manage benefits, and automate compliance.
Maintainer signals as of 8/12/2026
Projects
About Gusto
Gusto serves small and mid-sized businesses with payroll processing, employee benefits administration, and HR tools in one platform. Users can run payroll, manage health insurance, hire globally, and pay international contractors in local currency or USDC stablecoins. The platform automates payroll tax filings across multiple states and integrates with tools like QuickBooks and Xero.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will design and maintain workforce schedules, interpret intraday performance data, make staffing and routing decisions, build WFM automations and dashboards, administer routing tools, respond to operational alerts, and turn analytics into actionable recommendations.
Requirements
- 7–8+ years of contact center workforce management experience
- AI fluency
- Experience building WFM automations
- Data visualization
- Dashboard and interactive reporting experience
- WFM platform experience
- Analytical skills
- WFM automation ownership
- System administration and configuration
- COPC, ICMI, or SWPP familiarity
- Communication and problem-solving skills
Responsibilities
- Build and maintain multi-department schedules
- Manage time off and non-productive activities
- Interpret performance signals and intraday data
- Make staffing, routing, and escalation decisions
- Conduct performance reviews
- Identify root causes of performance variance
- Design and improve WFM automation
- Communicate staffing impacts and data-driven insights
- Participate in the PagerDuty on-call rotation
- Administer WFM and routing tools
- Provide data analytics expertise
Benefits
- Equity (RSUs)
