WFM Capacity & Analytics Planner

Gusto

Senior WFM planner designing AI-powered forecasting, capacity planning, and governance systems. Supporting Gusto’s payroll, benefits, and HR platform for over 500,000 small businesses.

Posted 9/3/2026full-timeDenver • Arizona, Colorado, Nevada • 🇺🇸 United StatesSeniorLead💰 $105,000 - $129,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AI fluency and the operationalization of AI tools within workforce management, focusing on capacity planning, forecasting, and data analysis. Proven ability to lead cross-functional initiatives and implement governance frameworks for AI-driven processes.

Highest-signal resume keywords

AI FluencyCapacity PlanningData VisualizationForecasting AutomationCross-Functional Leadership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI/ML-Powered ForecastingData ModelingStatistical AnalysisDashboard DevelopmentVolume ForecastingStaffing OptimizationData Pipeline ManagementPredictive Workforce ManagementCapacity Planning SystemsRisk Mitigation Strategies

Soft Skills

Analytical SkillsCommunication SkillsProblem-Solving SkillsJudgment

Tools & Technologies

AI ToolsData Visualization ToolsInteractive Reporting ToolsGovernance Frameworks

Industry Keywords

Contact CenterBPOCOPCICMISWPPWorkforce ManagementCapacity UtilizationOperational Standards

About the role

Key responsibilities & impact

Design and scale AI-powered forecasting and capacity planning systems
Shape AI adoption across forecasting, scheduling, and intraday operations
Build frameworks, pipelines, and governance structures for predictive WFM
Identify demand shifts, seasonal patterns, and workforce risks using AI
Connect AI-generated insights to staffing, scheduling, and capacity decisions
Develop and maintain capacity plans with hiring, staffing, and efficiency recommendations for CX teams
Participate in an on-call PagerDuty rotation and respond to real-time alerts, outages, service-level breaches, and routing failures
Design scalable AI-enabled WFM workflows
Build and maintain AI-powered WFM data pipelines
Monitor and adjust forecasts using AI-driven and traditional methods
Design governance frameworks with monitoring, validation, and escalation processes
Partner with Legal, Data, and Product on compliance and organizational standards
Lead cross-functional AI initiatives for WFM
Facilitate forecasting, capacity planning, and AI adoption stakeholder meetings
Devise contingency plans and implement risk mitigation strategies
Evaluate process enhancements to improve efficiency and capacity utilization
Analyze CX data to identify gaps and opportunities
Report into the Planning People Empower team

Requirements

What you’ll need

AI fluency required, including adopting and operationalizing AI tools in a WFM or contact center context
Experience designing or implementing AI/ML-powered forecasting, automation, or analytics workflows
Strong analytical and data visualization skills
Experience building dashboards and interactive reporting tools
Experience with volume forecasting, employee workloads, and staffing optimization
Bachelor's degree or equivalent experience
7+ years in a capacity planning and forecasting role
Ability to lead cross-functional initiatives and influence planning and operations practices
Experience building or managing data pipelines integrating volume, AHT, shrinkage, and scheduling data
Proficiency in data modeling, statistical analysis, and data visualization
Experience in a high-volume, fast-paced contact center environment
Experience with BPOs
Familiarity with AI governance, model monitoring, validation, and responsible AI practices
Familiarity with COPC, ICMI, and/or SWPP standards is a plus
Excellent judgment, communication, and problem-solving skills

Benefits

Comp & perks

Competitive base pay
Health insurance
401(k)
HR benefits
Equity (RSUs)
Secure, reliable, and consistent internet connection required when working from a non-office location
Reasonable accommodations for qualified individuals with disabilities and disabled veterans