Note: The job is a remote job and is open to candidates in USA. Gusto is on a mission to grow the small business economy by handling payroll, health insurance, and HR for over 500,000 small businesses. They are seeking a senior WFM Capacity & Analytics Planner who will design and scale AI-powered forecasting and capacity planning systems, playing a strategic and hands-on role in shaping AI adoption across 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 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
Skills
- AI 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
- Strong 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 optimization
- Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels
- 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 (volume, AHT, shrinkage, scheduling)
- Proficiency in data modeling, statistical analysis, and data visualization
- Experience in a high-volume, fast-paced contact center environment
- Familiarity with COPC, ICMI, and/or SWPP standards is a plus
- Experience with BPOs
- Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices
Benefits
- All full-time employees receive competitive base pay, benefits, and equity (RSUs)
- Coverage hours are between 6am-6pm MT
Company Overview
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