AI-Powered WFM Capacity & Analytics Lead

Gusto; Phoenix, Denver (AZ, CO); Hybrid; USD 99,000 - 121,000; 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 shape AI adoption across forecasting, scheduling, and intraday operations, building frameworks, pipelines, and governance for predictive WFM.

You will report into Planning People Empower and lead cross‑functional AI initiatives, ensuring compliance and scalable workflows across the CX organization.

Qualifications

• AI fluency required: ability to adopt and operationalize AI tools in WFM.
• Strong analytical and data visualization skills with dashboards.
• Experience building data pipelines and data modeling for forecasting.
• Experience in high-volume contact center environments and with BPOs.
• Familiarity with AI governance concepts including monitoring and validation.
• Ability to lead cross‑functional initiatives and influence planning.

Responsibilities

• Use AI to identify demand shifts, seasonal patterns, and workforce risks.
• Link AI insights to staffing, scheduling, and capacity planning decisions.
• Develop and maintain capacity plans with hiring recommendations for CX teams.
• Participate in on‑call PagerDuty rotations for real‑time incident response.
• Design scalable AI‑enabled WFM workflows across forecasting, scheduling and intraday.
• Build AI‑powered WFM data pipelines integrating volume, AHT, shrinkage data.
• Monitor and adjust forecasts using AI models and traditional methods.
• Create governance frameworks for AI‑enabled WFM workflows.
• Collaborate with Legal, Data, and Product to ensure compliance.
• Lead cross‑functional AI initiatives for WFM and broader planning.
• Facilitate stakeholder meetings aligned to Operational Rhythm.
• Identify workforce risks and devise contingency plans.
• Suggest process improvements to boost efficiency and capacity utilization.
• Analyze CX data to identify gaps and opportunities.

Education

Bachelor's degree or equivalent experience

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 shape AI adoption across forecasting, scheduling, and intraday operations, building frameworks, pipelines, and governance for predictive WFM.

You will report into Planning People Empower and lead cross‑functional AI initiatives, ensuring compliance and scalable workflows across the CX organization.