AI-Driven WFM Capacity & Analytics Lead

Gusto; Las Vegas (NV); Hybrid; USD 98,000 - 129,000; Full time

Benefits offered by this job

Equity (RSUs)

Benefits

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 lead how AI is adopted across forecasting, scheduling, and intraday operations, building scalable AI-enabled WFM workflows and data pipelines.

This role requires strong analytical skills, experience in high-volume contact centers, and proven ability to influence planning and operations across teams.

Qualifications

• AI fluency to adopt and operationalize AI tools in WFM or contact center context.
• Experience building dashboards and interactive reports to surface WFM insights.
• 7+ years in capacity planning and forecasting in fast-paced environments.

Responsibilities

• Use AI to identify demand shifts and workforce risks before they impact operations.
• Connect AI insights to staffing, scheduling, and capacity planning decisions.
• Lead cross-functional AI initiatives for WFM and governance of AI-enabled workflows.

Skills

AI fluency

Data visualization

Analytical thinking

Cross-functional leadership

Data pipelines

Data modeling

Education

Bachelor's degree or equivalent

Tools

SQL

Python

Tableau/Power BI

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 lead how AI is adopted across forecasting, scheduling, and intraday operations, building scalable AI-enabled WFM workflows and data pipelines.

This role requires strong analytical skills, experience in high-volume contact centers, and proven ability to influence planning and operations across teams.