Gusto · 20 hours ago
Workforce Management Scheduling Team Lead
New York, NY
Full-time
Hybrid
Senior Level
$105K/yr - $129K/yr
5+ years expGusto is a company dedicated to supporting the small business economy by managing payroll and HR services. They are looking for a Workforce Management Scheduling Team Lead who will optimize scheduling across multiple lines of business and serve as a key point of contact for scheduling operations.
Bookkeeping and PayrollEmployee BenefitsEnterprise SoftwareFinancial ServicesFinTechHuman ResourcesSaaSSoftware
Responsibilities
Lead and optimize scheduling across multiple lines of business, ensuring alignment between forecasts, staffing, skill mix, shift design, and service-level goals
Act as the primary point of contact for scheduling-related questions, decisions, and escalations, especially when management is unavailable
Own and maintain scheduling documentation, including procedures, job aids, governance guidelines, escalation protocols, and version-controlled process flows
Drive continuous improvement by identifying inefficiencies, standardizing practices, and recommending automation or tooling enhancements
Ensure operational readiness for staffing changes, training blocks, peak events, special projects, and business transitions by anticipating impacts and adjusting schedules to maintain service levels and employee engagement
Provide training, guidance, and mentorship to schedulers, WFM peers, and operations stakeholders to ensure clarity on scheduling processes, tools, and change controls
Collaborate with WFM analytics and operations leaders to deliver insights on scheduling performance, including forecasting accuracy, schedule adherence, occupancy, shrinkage, and staffing variances
Prepare dashboards and executive-ready summaries and present findings to senior leadership
Facilitate cross-functional coordination to align scheduling strategy with customer experience standards and workforce needs
Own the end-to-end scheduling process for all supported lines of business—translating forecast and staffing plans into optimized schedules that balance operational efficiency, employee experience, and service level attainment
Serve as the primary point of contact (POC) for all scheduling-related escalations, change requests, and optimization opportunities; provide clear guidance and resolution in partnership with Real-Time Management and Operations
Collaborate cross-functionally with Forecasting, Intraday Management, Operations, and Vendor Management to ensure cohesive workforce strategies that align with business priorities and evolving support needs
Lead weekly scheduling and staffing reviews, bringing forward data-driven insights on performance-to-plan, shrinkage trends, and schedule adherence; facilitate informed decision-making among WFM and Operations partners
Provide peer-level mentorship and training to schedulers, fostering consistency, accuracy, and adoption of best practices in alignment with SWPP scheduling standards. Act as a knowledge resource for tools, systems, and governance protocols
Analyze schedule efficiency, shrinkage, and coverage trends, identifying gaps or inefficiencies; recommend and implement data-informed improvements to enhance utilization, flexibility, and service delivery
Partner with WFM leadership to design and refine scheduling policies, procedures, and automation strategies—driving innovation and standardization across the scheduling discipline
Maintain and continuously improve documentation for scheduling workflows, standards, templates, and change control processes—ensuring clarity, audit readiness, and cross-team alignment
Support operational readiness by proactively planning for peak events, business changes, and special projects; anticipate impacts and adjust schedules to maintain SLA and employee satisfaction
Represent WFM in leadership discussions by preparing and presenting scheduling insights, metrics, and recommendations to senior stakeholders—ensuring visibility into workforce performance and tradeoffs
Qualification
Required
5+ years of Workforce Management experience supporting a multi-channel, multi-line-of-business contact center, including back-office staffing and support functions
Proven expertise in end-to-end scheduling management, including planning, optimization, and intraday alignment to forecast and service-level goals
Hands-on experience with NICE IEX (or similar WFM systems) for schedule creation, maintenance, and reporting across complex business environments
Strong analytical and technical skills with proficiency in Tableau, Business Intelligence (BI) tools, and SQL—capable of building dashboards, extracting data, and translating insights into operational recommendations
Demonstrated exposure to or experience leveraging AI-driven workforce optimization tools, automation, or predictive analytics to enhance scheduling efficiency and accuracy
Advanced proficiency in Google Workspace (Sheets, Docs, Slides) or Microsoft Excel (pivot tables, formulas, scenario modeling) for WFM analytics and reporting
Exceptional communication and presentation skills, with the ability to effectively synthesize complex data and confidently present findings and recommendations to senior leadership and cross-functional partners
Proven ability to collaborate and influence across functions, building strong partnerships with Forecasting, Intraday, Operations, and Vendor teams to ensure cohesive workforce strategies
Highly organized, detail-oriented, and disciplined—able to manage multiple priorities, maintain accuracy under tight timelines, and deliver consistently in a fast-paced environment
Demonstrated commitment to process improvement and standardization, leveraging technology and best practices to enhance scheduling accuracy, transparency, and team alignment
Benefits
Health insurance
401(k)s
Company
Gusto
Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most.
1001-5000 employees
H1B Sponsorship
Gusto has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (49)
2024 (54)
2023 (19)
2022 (37)
2021 (24)
Funding
Current Stage
Late StageTotal Funding
$746.1MKey Investors
Friends & Family CapitalT. Rowe PriceAkkadian Ventures
2023-01-28Series Unknown
2022-05-12Series E· $55M
2021-08-10Series E· $175M
Leadership Team
Josh Reeves
Head of Gusto (CEO) and Co-Founder. Building Gusto for the Long Term.
Edward Kim
Co-founder and Head of Technology
Recent News
Small Business Trends
2026-01-12
General Catalyst
2025-12-30
Digital Commerce 360
2025-12-20
Company data provided by crunchbase