WFM Capacity & Analytics Planner

Join Gusto, a leading company in the HR and payroll industry, as a Workforce Management Capacity & Analytics Planner. In this senior role, you will design and scale AI-powered forecasting and capacity planning systems, connecting AI-generated insights to operational decisions. You will also develop and maintain capacity plans, participate in an on-call PagerDuty rotation, and lead cross-functional AI initiatives for workforce management. This position offers a range of benefits, including gender-affirming care, family support, mental health resources, and comprehensive medical, dental, and vision insurance.

• Design and scale AI-powered forecasting and capacity planning systems, building frameworks, pipelines, and governance structures that elevate Workforce Management (WFM) from reactive to predictive.
• Utilize AI to identify demand shifts, seasonal patterns, and emerging workforce risks, connecting AI-generated insights to operational decisions across staffing, scheduling, and capacity planning.
• Lead cross-functional AI initiatives for WFM, influencing how teams across the organization use AI in planning and operations, and facilitating stakeholder meetings on forecasting, capacity planning, and AI adoption progress.

• 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 levels
• Experience in a high-volume, fast-paced contact center environment
• Bachelor's degree or equivalent experience
• Proficiency in data modeling, statistical analysis, and data visualization
• Demonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teams
• Familiarity with COPC, ICMI, and/or SWPP standards is a plus
• 7+ years in a capacity planning and forecasting role
• 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
• Experience with BPOs
• Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices
• 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