WFM Capacity & Analytics Planner @Gusto

Overview

Gusto is looking for a senior, technically minded Workforce Management (WFM) Capacity & Analytics Planner to design and scale AI-powered forecasting and capacity planning systems. This role combines strategic design with hands-on execution, focusing on elevating WFM from reactive to predictive.

Key Responsibilities

• Utilize AI to identify demand shifts, seasonal patterns, and workforce risks.
• Connect AI-generated insights to operational decisions regarding staffing, scheduling, and capacity planning.
• Develop and maintain capacity plans, providing hiring and efficiency recommendations for CX teams.
• Monitor and respond to real-time alerts as part of an on-call PagerDuty rotation.
• Design scalable AI-enabled WFM workflows and data pipelines that integrate multiple sources for predictive insights.
• Continuously adjust forecasts using AI-driven models as demand evolves.
• Design governance frameworks for AI-enabled workflows, ensuring compliance with organizational standards.
• Lead cross-functional AI initiatives, facilitating stakeholder meetings and identifying workforce capacity risks.
• Analyze data to enhance efficiency and capacity utilization within the organization.

Requirements

• AI fluency, with experience in operationalizing AI tools in a WFM context.
• Strong analytical and data visualization skills, with ability to create dashboards and reports.
• Excellent communication and problem-solving skills.
• Familiarity with COPC, ICMI, and/or SWPP standards preferred.
• Bachelor's degree or equivalent experience.
• 7+ years in a capacity planning and forecasting role.
• Experience managing data pipelines and statistical analysis.
• Experience in a high-volume, fast-paced contact center environment, with BPO experience as a plus.
• Familiarity with AI governance concepts, including model monitoring and validation.

Benefits

All full-time employees receive competitive base pay, benefits, and equity (RSUs). Compensation for this role ranges from $105,000 to $129,000 annually in Denver and Las Vegas, with variations depending on location.

Location

This role is remote within the United States, with the option for employees in Denver, San Francisco, and New York City to work from the office 2-3 days per week.

How to Apply

For more information and to apply, please visit Gusto's career page.

Deadline

No deadline specified.