AI-Powered WFM Capacity & Analytics Lead

Gusto; Scottsdale (AZ); Remote; USD 99,000 - 129,000; Full time

Job summary

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

This role is equal parts strategic design and hands-on execution, requiring leadership across cross-functional teams, strong data skills, and experience with

Qualifications

• Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context.
• Excellent judgment, communication, and problem-solving skills to translate data into actionable recommendations.
• Familiarity with COPC, ICMI, SWPP standards is a plus.

Responsibilities

• Use AI to identify demand shifts and workforce risks before they impact operations.
• Connect AI insights to staffing, scheduling, and capacity planning decisions.
• Develop and maintain capacity plans with hiring and efficiency recommendations for CX teams.
• Lead on-call PagerDuty rotation to monitor real-time incidents.
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions.
• Build AI-powered WFM data pipelines integrating multiple data sources.

Skills

AI fluency

Data visualization

Forecasting

WFM

Cross-functional leadership

Problem solving

Education

Bachelor's degree or equivalent experience

Tools

Data pipelines

Job description

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

This role is equal parts strategic design and hands-on execution, requiring leadership across cross-functional teams, strong data skills, and experience with