Senior AI-Powered WFM Capacity & Analytics Planner

Monograph; Las Vegas (NV); Hybrid; USD 105,000 - 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 report into Planning People Empower and lead AI adoption across forecasting, scheduling, and intraday operations, building frameworks, pipelines, and governance to elevate WFM from reactive to predictive.

This role includes on-call PagerDuty rotation, cross-functional leadership, and collaboration with Legal, Data, and Product to ensure

Qualifications

• AI fluency to adopt and operationalize AI tools in a WFM or contact center context
• Strong analytical and data visualization skills for dashboards and WFM insights
• Excellent judgment, communication, and problem-solving for stakeholders at all levels
• Familiarity with COPC, ICMI, and SWPP is a plus
• 7+ years in capacity planning and forecasting
• Experience building data pipelines integrating WFM data sources

Responsibilities

• Use AI to identify demand shifts, patterns, and risks before impacting operations
• Link AI insights to staffing, scheduling, and capacity decisions
• Develop and maintain capacity plans and recommendations
• Participate in PagerDuty on-call rotation for incidents
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, intraday
• Build AI-powered data pipelines with multiple data sources
• Monitor and adjust forecasts with AI and traditional methods
• Design governance for AI-enabled WFM workflows
• Collaborate with Legal, Data, and Product to ensure compliance
• Lead cross-functional AI initiatives for WFM
• Facilitate forecasting and capacity planning meetings
• Identify risks to workforce capacity and plan contingencies
• Collaborate on process improvements to boost efficiency
• Analyze data to find CX gaps and opportunities

Skills

AI fluency

Analytics

Data visualization

Communication

COPC/ICMI/SWPP familiarity

Bachelor's degree

7+ years experience

Cross-functional leadership

Data pipelines

Data modeling

Statistical analysis

Contact center experience

BPO experience

AI governance

Education

Bachelor's degree or equivalent experience

Tools

N/A

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 Planning People Empower and lead AI adoption across forecasting, scheduling, and intraday operations, building frameworks, pipelines, and governance to elevate WFM from reactive to predictive.

This role includes on-call PagerDuty rotation, cross-functional leadership, and collaboration with Legal, Data, and Product to ensure