# WFM Capacity & Analytics Planner

**Company:** [Gusto](https://hotfix.jobs/companies/gusto)
**Location:** Remote
**Role:** Data Analytics
**Salary:** $99k – $129k/yr
**Experience:** 7+ years
**Skills:** Artificial Intelligence, Machine Learning, Workforce Management, Capacity Planning, Forecasting, Data Pipelines, Data Modeling, Statistical Analysis, Data Visualization, Dashboards, Pagerduty, Contact Centers, Ai Governance, Copc, Icmi
**Posted:** 2026-08-10

> Plans and scales AI-enabled workforce forecasting, capacity planning, and operational workflows for high-volume customer experience teams. Requires 7+ years of capacity-planning and forecasting experience, strong analytics and data-pipeline skills, and the ability to lead cross-functional initiatives.

## Job Description

## Responsibilities
- Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations.
- Connect AI-generated insights to staffing, scheduling, and capacity-planning decisions.
- Develop and maintain capacity plans with recommendations on hiring, staffing, and efficiency improvements for customer experience 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.
- Design scalable AI-enabled workflows across forecasting, scheduling, and intraday operations.
- Build and maintain AI-powered data pipelines integrating volume, average handle time (AHT), shrinkage, and scheduling data.
- Monitor and adjust forecasts using AI-driven models and traditional methods.
- Design governance frameworks for AI-enabled 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 workforce management and influence planning and operations practices.
- Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption.
- Identify workforce-capacity risks and devise contingency plans.
- Collaborate with stakeholders on risk-mitigation strategies.
- Evaluate process enhancements to improve efficiency and capacity utilization.
- Analyze data to identify gaps and opportunities within the customer experience organization.

## Requirements
- Demonstrated ability to adopt and operationalize AI tools in a workforce-management or contact-center context.
- Experience designing or implementing AI/ML-powered forecasting, automation, or analytics workflows.
- Strong analytical and data-visualization skills, including experience building dashboards and interactive reporting tools.
- Experience with volume forecasting, employee workloads, and staffing optimization.
- Excellent judgment, communication, and problem-solving skills.
- Bachelor's degree or equivalent experience.
- **7+ years** in capacity planning and forecasting.
- Ability to lead cross-functional initiatives and influence planning and operations practices.
- Experience building or managing data pipelines integrating multiple workforce-management data sources.
- 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.

## Nice to Have
- Familiarity with COPC, ICMI, and/or SWPP standards.

## Compensation and Benefits
- Cash compensation is **$105,000–$129,000 per year** in Denver, Las Vegas, and most remote locations.
- Cash compensation is **$98,775–$121,000 per year** in Phoenix.
- Final offers vary based on candidate location, experience, expertise, role level, and other factors.
- Full-time employees receive competitive base pay, benefits, and equity (RSUs).
- Coverage hours are between 6:00 a.m. and 6:00 p.m. Mountain Time.

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