WFM Capacity Planner

Position:
WFM Capacity & Analytics Planner

Company:
Gusto

Compensation:
$105,000/yearly to $129,000/yearly in Denver and Las Vegas, $98,775/yearly to $121,000/yearly in Phoenix

Location:
United States, Denver, Phoenix, Las Vegas

Employment type:
Full-time

Work Arrangement:
Hybrid (2-3 days in office)

Short Summary:
Gusto is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems, focusing on strategic design and hands-on execution.

Responsibilities:
- Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks.
- Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning.
- Develop and maintain capacity plans, providing recommendations on hiring and efficiency improvements.
- Participate in an on-call PagerDuty rotation for real-time alerts.
- Design scalable AI-enabled WFM workflows and maintain data pipelines for predictive insights.
- Monitor and adjust forecasts using AI-driven models.
- Design governance frameworks for AI-enabled WFM workflows.
- Partner with Legal, Data, and Product teams for compliance.
- Lead cross-functional AI initiatives and facilitate stakeholder meetings.
- Identify workforce capacity risks and devise contingency plans.
- Analyze data to identify gaps and opportunities within the CX organization.

Requirement:
- AI fluency in WFM or contact center context.
- Strong analytical and data visualization skills.
- Excellent judgment, communication, and problem-solving skills.
- Familiarity with COPC, ICMI, and/or SWPP standards is a plus.
- Bachelor's degree or equivalent experience.
- 7+ years in capacity planning and forecasting.
- Experience building or managing data pipelines.
- Proficiency in data modeling, statistical analysis, and data visualization.
- Experience in a high-volume contact center environment.
- Familiarity with AI governance concepts.

Benefits:
- Competitive base pay, benefits, and equity (RSUs).
- Commitment to diversity and inclusion in hiring practices.