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[Remote] WFM Capacity & Analytics Planner
Note: The job is a remote job and is open to candidates in USA. Gusto provides payroll, health insurance, retirement, and HR solutions for small businesses. The company is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems, build data pipelines and governance frameworks, and guide staffing, scheduling, and intraday operations. The role also leads cross-functional initiatives, monitors operational risks, and translates workforce data into actionable recommendations.
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
- Experience with BPOs
- Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices
- When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required
- Familiarity with COPC, ICMI, and/or SWPP standards is a plus
Benefits
- All full-time employees receive benefits and equity (RSUs).
- When approved to work from a location other than a Gusto office, employees may work from that location.
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