AI-Driven WFM Capacity & Analytics Lead

Gusto; Atlanta (GA); Hybrid; USD 98,000 - 129,000; Full time

Job summary

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will report into the Planning People Empower and shape how AI is adopted across forecasting, scheduling, and intraday operations, building frameworks, pipelines, and governance to elevate WFM from reactive to predictive.

This role blends strategic design with hands-on execution: you'll build the frameworks, pipelines, and governance structures

Qualifications

• AI fluency with practical ability to adopt AI tools in a WFM or contact center.
• Strong analytics and dashboarding experience for WFM insights.
• Excellent judgment, communication, and problem-solving; translate data for stakeholders.
• Familiarity with COPC, ICMI, and SWPP standards is a plus.
• Bachelor's degree or equivalent experience.
• 7+ years in capacity planning and forecasting.
• Experience leading cross-functional initiatives.
• Experience building data pipelines integrating multiple WFM data sources.
• Proficiency in data modeling, statistics, and visualization.
• Experience in high-volume contact center environments.
• Experience with BPOs.
• Familiarity with AI governance concepts including model monitoring and validation.

Responsibilities

• Use AI to identify demand shifts and patterns in a WFM context.
• Connect AI insights to staffing, scheduling, and capacity decisions.
• Develop capacity plans and provide recommendations for CX teams.
• Participate in on-call PagerDuty rotation for real-time incidents.
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday.
• Build and maintain AI-powered WFM data pipelines integrating multiple sources.
• Monitor and adjust forecasts with AI-driven models and traditional methods.
• Design governance for AI-enabled WFM workflows including monitoring, validation, escalation.
• Collaborate with Legal, Data, and Product on compliance.
• Lead cross-functional AI initiatives for WFM planning.
• Lead stakeholder meetings on forecasting and AI adoption.
• Identify workforce risks and devise contingency plans.
• Collaborate to implement risk mitigation strategies.
• Evaluate process improvements to boost efficiency.
• Analyze data to identify gaps in the CX organization.

Skills

AI fluency

Data visualization

Forecasting

Cross-functional leadership

Data modeling

Statistical analysis

WFM forecasting

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Data pipelines

Job description

Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will report into the Planning People Empower and shape how AI is adopted across forecasting, scheduling, and intraday operations, building frameworks, pipelines, and governance to elevate WFM from reactive to predictive.

This role blends strategic design with hands-on execution: you'll build the frameworks, pipelines, and governance structures