WFM Capacity & Analytics Planner

Gusto is seeking a senior, technically-minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems.

You will report into the Planning People Empower and play a leading role in shaping how AI is adopted across forecasting, scheduling, and intraday operations.

Responsibilities:

• Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations.
• Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning.
• Develop and maintain capacity plans, providing recommendations on hiring, staffing, and efficiency improvements for CX teams.
• Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts.
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions.
• Build and maintain AI-powered WFM data pipelines that integrate multiple data sources.
• Continuously monitor and adjust forecasts using AI-driven models and traditional methods.
• Design governance frameworks for AI-enabled WFM workflows.
• Partner with Legal, Data, and Product to ensure AI implementations meet organisational standards.
• Lead cross-functional AI initiatives for WFM.
• Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption progress.
• Identify potential risks to workforce capacity and devise contingency plans.
• Collaborate with stakeholders to implement risk mitigation strategies.
• Evaluate and recommend process enhancements to boost efficiency and capacity utilisation.
• Analyse data to identify gaps and opportunities within the CX organisation.

Requirements:

• AI fluency required: demonstrated ability to adopt and operationalise AI tools in a WFM or contact centre context.
• Strong analytical and data visualisation skills.
• Excellent judgment, communication, and problem-solving skills.
• Familiarity with COPC, ICMI, and/or SWPP standards is a plus.
• Bachelor's degree or equivalent experience.
• 7+ years in a capacity planning and forecasting role.
• Demonstrated ability to lead cross-functional initiatives.
• Experience building or managing data pipelines.
• Proficiency in data modelling, statistical analysis, and data visualisation.
• Experience in a high-volume, fast-paced contact centre environment.
• Experience with BPOs.
• Familiarity with AI governance concepts.

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.