WFM Capacity & Analytics Planner

Gusto is looking for a senior, technically minded workforce management planner who can 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.

Here's what you'll do day-to-day:

• 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 our 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 as demand evolves.
• Design governance frameworks for AI-enabled WFM workflows.
• Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements.
• 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 proactively devise contingency plans.
• Collaborate with stakeholders to implement risk mitigation strategies.
• Evaluate and recommend process enhancements to boost efficiency and capacity utilization.
• Analyze data to identify gaps and opportunities within the CX organization.

Here's what we're looking for:

• AI fluency required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context.
• Strong analytical and data visualization 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 and influence planning and operations practices across teams.
• Experience building or managing data pipelines that integrate multiple WFM data sources.
• Proficiency in data modeling, statistical analysis, and data visualization.
• Experience in a high-volume, fast-paced contact center 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.