Gusto
WFM Capacity & Analytics Planner
$99K–$121K
Atlanta, GA - Hybrid +5 · Remote · Full-time · Posted Aug 3, 2026
- Location
- Atlanta, GA - Hybrid
Denver, CO - Hybrid
Scottsdale, AZ - Hybrid
Denver, CO - Hybrid
Las Vegas, NV - Remote
Phoenix, AZ - Hybrid - Experience
- 7+ years in a capacity planning and forecasting role.
- Education
- Bachelor's degree or equivalent experience
About the job
Designs and scales AI-powered workforce forecasting, capacity planning, and operational workflows for Gusto’s customer experience teams.
What you'll do
- Build capacity plans, forecasts, and data pipelines to guide staffing, scheduling, hiring, and efficiency decisions.
- Develop AI-enabled WFM workflows and governance, including model monitoring, validation, and escalation.
- Lead cross-functional planning initiatives, assess workforce risks, and coordinate mitigation with stakeholders.
What they ask for
- 7+ years in a capacity planning and forecasting role.
- Bachelor's degree or equivalent experience.
- Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context.
- Experience with WFM data pipelines, data modeling, statistical analysis, visualization, and high-volume contact centers.
Nice to have
- Familiarity with COPC, ICMI, and/or SWPP standards.
- Experience with BPOs.
Pay
USD 105,000/yearly to USD 129,00/yearly base salary; USD 98,775/yearly to USD 121,000/yearly base salary
Tools
PagerDuty
AI focus
Use and operationalize AI for forecasting, analytics, automation, staffing and scheduling decisions; build AI-enabled WFM workflows and pipelines; establish governance, monitoring, validation, and escalation practices.
Model-written summary · the original posting is authoritative