Workforce Management 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

This role is equal parts strategic design and hands-on execution: you’ll build the frameworks, pipelines, and governance structures that elevate WFM from reactive to predictive

Schedule Note: Coverage hours are between 6am-6pm MT

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 — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents

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 (volume, AHT, shrinkage) to enable predictive and near-real-time insights

Continuously monitor and adjust forecasts using AI-driven models and traditional methods as demand evolves

Design governance frameworks for AI-enabled WFM workflows, including monitoring, validation, and escalation processes

Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements

Lead cross-functional AI initiatives for WFM, influencing how teams across the organization use AI in planning and operations

Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption progress as member and facilitator aligned to the Operational Rhythm Meeting structure

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

Benefits Gender-affirming care and support

Family care and support, including family planning and fertility benefits

A variety of mental health resources

Medical, dental, and vision insurance for employees and dependents

Free meals and refreshments at the office (conversation and community is an added bonus!)

Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more

Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling)Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levelsExperience in a high-volume, fast-paced contact center environmentBachelor’s degree or equivalent experienceProficiency in data modeling, statistical analysis, and data visualizationDemonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teamsFamiliarity with COPC, ICMI, and/or SWPP standards is a plus7+ years in a capacity planning and forecasting roleStrong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership; demonstrated analytical skills in volume forecasting, employee workloads, and staffing optimizationExperience with BPOsFamiliarity with AI governance concepts including model monitoring, validation, and responsible AI practicesAI fluency required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; designing or implementing AI/ML-powered forecasting, automation, or analytics workflows. Gusto is an AI-forward company and active AI use is expected daily

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