WFM Capacity and Analytics Planner
Gusto is a payroll and HR platform that helps small businesses pay domestic and international employees, manage benefits, and automate compliance.
Maintainer signals as of 8/12/2026
Projects
About Gusto
Gusto serves small and mid-sized businesses with payroll processing, employee benefits administration, and HR tools in one platform. Users can run payroll, manage health insurance, hire globally, and pay international contractors in local currency or USDC stablecoins. The platform automates payroll tax filings across multiple states and integrates with tools like QuickBooks and Xero.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will design and scale AI-powered workforce management forecasting and capacity planning systems. You will build data pipelines and governance frameworks, connect AI insights to staffing and scheduling decisions, monitor forecasts and real-time alerts, develop capacity recommendations, lead cross-functional initiatives, and create contingency and risk mitigation plans for customer experience operations.
Requirements
- AI fluency in workforce management or contact center contexts
- Experience with AI/ML-powered forecasting, automation, or analytics workflows
- Analytical and data visualization skills
- Experience building dashboards and interactive reporting tools
- 7+ years of capacity planning and forecasting experience
- Experience leading cross-functional initiatives
- Experience building or managing WFM data pipelines
- Proficiency in data modeling and statistical analysis
- Experience in a high-volume contact center environment
- Experience with BPOs
- Familiarity with AI governance, model monitoring, validation, and responsible AI
Responsibilities
- Identify demand shifts, seasonal patterns, and workforce risks using AI
- Connect AI insights to staffing, scheduling, and capacity decisions
- Develop capacity plans and staffing recommendations
- Participate in the PagerDuty on-call rotation
- Design AI-enabled WFM workflows
- Build and maintain WFM data pipelines
- Monitor and adjust forecasts
- Design AI governance frameworks
- Partner with Legal, Data, and Product on compliant AI implementations
- Lead cross-functional WFM AI initiatives
- Facilitate forecasting and capacity planning meetings
- Develop workforce capacity contingency plans
- Implement risk mitigation strategies
- Recommend process enhancements
- Analyze CX organizational data
Benefits
- Equity (RSUs)