# WFM Capacity & Analytics Planner

**Company**: Gusto
**Location**: Denver
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: $105,000/yearly to $129,00/yearly
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/gusto/jobs/8104180?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_43269575-158

## Description

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.

## Skills

### Required
- AI
- data visualisation
- analytical skills
- problem-solving
- communication
- capacity planning
- forecasting
- WFM
- data modelling
- statistical analysis

### Nice to have
- COPC
- ICMI
- SWPP
- BPOs
- AI governance

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/gusto/jobs/8104180?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)