Join Gusto as a senior WFM Capacity & Analytics Planner to design AI-powered forecasting and capacity planning systems.
Posted by employer 2 months ago
First seen on Joblaze 2 months ago
Last verified on the company career page 1 day ago
Skills & Technologies
AI in the day-to-day
AI is a fundamental part of how work gets done at Gusto; team members are expected to engage with AI tools relevant to their role.
Requirements
- Experience
- 7+ years
- Education
- Bachelor's degree
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
In this role, the WFM Capacity & Analytics Planner at Gusto focuses on leveraging AI to enhance forecasting and capacity planning systems, ensuring operational efficiency. Key skills include proficiency in data modeling, analytics, and the ability to build AI-driven data pipelines that integrate various workforce metrics. This position is ideal for a seasoned professional with over seven years of experience in capacity planning, particularly in high-volume contact center environments. Gusto's commitment to AI integration reflects its innovative approach to workforce management.
Joblaze insights
- Listed about 2 months ago — first seen on Joblaze August 4, 2026. Last confirmed on Gusto's careers page October 11, 2026.
- Salary band is below the typical range for AI/ML roles (median ~$190,450).
- Starts at or below all 141 comparable senior ai/ml roles in United States that list AI/ML we track (median $180,000 across 54 companies). See AI/ML salary trends
- AI/ML appears in 42.3% of 553 comparable senior ai/ml roles in United States.
Quick facts
- Is the WFM Capacity & Analytics Planner role remote?
- It's hybrid — Gusto expects some on-site time in Atlanta, GA - Hybrid; Denver, CO - Hybrid; Los Angeles, CA - Remote; Scottsdale, AZ - Hybrid.
- What's the salary range?
- Gusto lists $105,000–$129,000 for this role.
- How much experience is required?
- At least 7 years of relevant experience for this WFM Capacity & Analytics Planner role.
- Where is the role based?
- Gusto is hiring for this position in Atlanta, GA - Hybrid; Denver, CO - Hybrid; Los Angeles, CA - Remote; Scottsdale, AZ - Hybrid.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, data modeling, data visualization, statistical analysis.
- What seniority level is this role?
- Gusto targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this WFM Capacity & Analytics Planner role at Gusto.
From the original posting
About Gusto
About the Role:
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
Here’s what you’ll do day-to-day:
- 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.
Here’s what we're looking for:
- AI 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.
- Strong 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 optimization.
- Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels.
- Familiarity with COPC, ICMI, and/or SWPP standards is a plus.
- Bachelor's degree or equivalent experience
- 7+ years in a capacity planning and forecasting role
- Demonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teams
- Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling)
- 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 concepts including model monitoring, validation, and responsible AI practices
The cash compensation range for this role is $105,000/yearly to $129,00/yearly in Denver and Las Vegas, and most remote locations, and $98,775/yearly to $121,000/yearly in Phoenix. Remote locations will vary based on our geographical pay approach. Final offer amounts are determined by multiple factors, including candidate location, experience and expertise, and may vary from the level and amounts listed above.
At Gusto, we don't use titles the traditional way, as a signal of rank or hierarchy. Instead, our titles describe two things at once — your craft (what you do, e.g. Engineering, Design) and your scope of ownership (what you're accountable for) — which is why you'll see something like "Head of X" instead of a rank word like "Director" that tells you neither. Because of this, the title on this posting may look different from what you'd expect based on the scope and seniority of the role, and from how similar roles are typically titled elsewhere. If you have questions about how this role compares to your current title or level, your recruiter can help translate.
Standard company text repeated across Gusto's postings is omitted here.