Workforce Management Capacity & Analytics Planner

Gusto; Scottsdale (AZ); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Gender-affirming care

Family care and support

Mental health resources

Medical, dental, and vision insurance

Free meals and refreshments

Paid vacation, sick time, holidays, +

Sabbatical and leaves

Job summary

Gusto in the United States seeks a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. You will lead AI adoption across forecasting, scheduling, and intraday operations, reporting to Planning People Empower.

This role blends strategic design with hands-on execution: building frameworks, pipelines, and governance to elevate WFM from reactive to predictive, while ensuring scalability and compliance with Legal, Data, and

Qualifications

• Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling).
• Excellent judgment, communication, and problem-solving skills; translate data into actionable recommendations.
• Bachelor’s degree or equivalent experience required.
• Proficiency in data modeling, statistical analysis, and data visualization.
• Lead cross-functional initiatives and influence planning across teams.
• Familiarity with COPC, ICMI, and SWPP standards is a plus.
• 7+ years in capacity planning and forecasting in high-volume environments.
• Experience building dashboards and interactive reporting tools for WFM insights.
• Experience with BPOs and AI governance concepts including model monitoring and validation.
• AI fluency: ability to adopt AI tools in WFM or contact center context.

Responsibilities

• Design and scale AI-powered forecasting and capacity planning systems.
• Build frameworks, pipelines, and governance for predictive WFM.
• Develop and maintain AI-enabled WFM data pipelines across multiple sources.
• Monitor and adjust forecasts using AI-driven models and traditional methods.
• Design governance for AI-enabled WFM workflows (monitoring, validation, escalation).
• Partner with Legal, Data, and Product to ensure compliance.
• Lead cross-functional AI initiatives for WFM across the organization.
• Facilitate stakeholder meetings on forecasting and AI adoption.

Skills

AI forecasting

Capacity planning

Data pipelines

Cross-functional leadership

Data visualization

Problem solving

Communication

Forecasting accuracy

WFM in contact center

Education

Bachelor's degree or equivalent experience

Tools

SQL

BI Dashboards

PagerDuty

Job description

• Gusto is looking for a senior, technically minded workforce management planner who can design and scale AI-powered forecasting and capacity planning systems. You will report into the Planning People Empower and play a leading role in shaping how AI is adopted across forecasting, scheduling, and intraday operations
• This role is equal parts strategic design and hands-on execution: you’ll build the frameworks, pipelines, and governance structures that elevate WFM from reactive to predictive
• Schedule Note: Coverage hours are between 6am-6pm MT
• Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations
• Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning
• Develop and maintain capacity plans, providing recommendations on hiring, staffing, and efficiency improvements for our CX teams
• Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts — including system outages, service level breaches, and routing failures — ensuring rapid escalation and resolution during off-hours incidents
• Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions
• Build and maintain AI-powered WFM data pipelines that integrate multiple data sources (volume, AHT, shrinkage) to enable predictive and near-real-time insights
• Continuously monitor and adjust forecasts using AI-driven models and traditional methods as demand evolves
• Design governance frameworks for AI-enabled WFM workflows, including monitoring, validation, and escalation processes
• Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements
• Lead cross-functional AI initiatives for WFM, influencing how teams across the organization use AI in planning and operations
• Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption progress as member and facilitator aligned to the Operational Rhythm Meeting structure
• Identify potential risks to workforce capacity and proactively devise contingency plans
• Collaborate with stakeholders to implement risk mitigation strategies
• Evaluate and recommend process enhancements to boost efficiency and capacity utilization
• Analyze data to identify gaps and opportunities within the CX organization

Benefits

• Gender-affirming care and support
• Family care and support, including family planning and fertility benefits
• A variety of mental health resources
• Medical, dental, and vision insurance for employees and dependents
• Free meals and refreshments at the office (conversation and community is an added bonus!)
• Paid vacation, sick time, bereavement, and holidays, paid leaves, sabbatical, and more

Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling)Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levelsExperience in a high-volume, fast-paced contact center environmentBachelor’s degree or equivalent experienceProficiency in data modeling, statistical analysis, and data visualizationDemonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teamsFamiliarity with COPC, ICMI, and/or SWPP standards is a plus7+ years in a capacity planning and forecasting roleStrong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership; demonstrated analytical skills in volume forecasting, employee workloads, and staffing optimizationExperience with BPOsFamiliarity with AI governance concepts including model monitoring, validation, and responsible AI practicesAI fluency required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; designing or implementing AI/ML-powered forecasting, automation, or analytics workflows. Gusto is an AI-forward company and active AI use is expected daily