Gusto
WFM Resource Management & Analytics
$99K–$127K
Atlanta, GA - Hybrid +7 · Remote · Full-time · Posted Aug 3, 2026
- Location
- Atlanta, GA - Hybrid
Denver, CO - Hybrid
New York, NY - Hybrid
San Francisco, CA - Hybrid
Scottsdale, AZ - Hybrid
Denver, CO - Hybrid
Las Vegas, NV - Remote
Phoenix, AZ - Hybrid - Experience
- 7-8+ years of contact center WFM experience.
About the job
Plans and optimizes contact-center staffing, manages intraday performance and routing, and builds WFM automation and analytics to improve service levels.
What you'll do
- Build and maintain multi-department schedules and make intraday staffing, routing, and escalation decisions.
- Review performance with operations leaders, identify causes of variance, and recommend corrective actions.
- Build and improve WFM automation, reporting, dashboards, and workflow integrations using AI tools and scripting.
What they ask for
- 7-8+ years of contact center WFM experience spanning scheduling, intraday, and operational reporting.
- Demonstrated ability to use AI tools in a WFM or contact-center context and build automations.
- Experience building dashboards and interactive reporting tools, plus hands-on WFM and routing tool administration/configuration.
- Demonstrated ownership of WFM automation or tooling initiatives end-to-end.
Nice to have
- Familiarity with COPC, ICMI, and/or SWPP standards.
Pay
USD 105,000/yearly to USD 129,00/yearly (base salary); USD 127,345/yearly to USD 156,00/yearly (base salary); USD 98,775/yearly to USD 121,000/yearly (base salary)
Tools
AI tools, scripting, PagerDuty, COPC, ICMI, SWPP
AI focus
Daily AI use is expected; the role applies AI tools and scripting to build WFM automation, alerts, reporting pipelines, and workflow integrations.
Model-written summary · the original posting is authoritative