Hybrid opportunity at
GustoWFM Capacity & Analytics Planner
Gusto provides comprehensive payroll, benefits, and HR administration platforms to help more than half a million small businesses nationwide operate more efficiently. The company is hiring…
Career Tools
About This Role
Gusto provides comprehensive payroll, benefits, and HR administration platforms to help more than half a million small businesses nationwide operate more efficiently. The company is hiring a senior WFM Capacity & Analytics Planner to design, build, and scale artificial intelligence-driven capacity planning and forecasting systems. This position sits within the Planning People Empower team and requires a hybrid work arrangement. Employees situated near company offices in Denver, San Francisco, New…
Job Description
Gusto provides comprehensive payroll, benefits, and HR administration platforms to help more than half a million small businesses nationwide operate more efficiently. The company is hiring a senior WFM Capacity & Analytics Planner to design, build, and scale artificial intelligence-driven capacity planning and forecasting systems.
This position sits within the Planning People Empower team and requires a hybrid work arrangement. Employees situated near company offices in Denver, San Francisco, New York, or the Scottsdale location for subsidiary Symmetry are expected to work on-site approximately two to three days each week. Coverage hours run from 6:00 AM to 6:00 Mountain Time.
The role involves both strategic architecture and hands-on execution. The professional in this position will create data pipelines, establish governance structures, and leverage artificial intelligence to shift workforce management from reactive responses to predictive modeling. Responsibilities include analyzing customer experience team workloads, partnering across departments on compliance, and managing an on-call PagerDuty rotation to address real-time service disruptions. The ideal candidate possesses deep technical expertise in contact center operations, advanced analytical capabilities, and comfort with daily artificial intelligence integration.
Responsibilities
- Utilize artificial intelligence to detect demand trends, seasonal variations, and potential workforce risks ahead of time
- Link artificial intelligence insights directly to operational choices regarding staffing, schedules, and capacity levels
- Create and oversee capacity plans by offering guidance on hiring, staffing levels, and efficiency gains for customer experience teams
- Take part in an on-call PagerDuty rotation to handle real-time alerts like service interruptions, routing failures, and service level breaches
- Build and sustain data pipelines combining volume, average handle time, and shrinkage metrics for predictive intelligence
- Monitor and update forecasts continuously using artificial intelligence models and conventional techniques
- Establish governance procedures for artificial intelligence workflows including validation, tracking, and escalation steps
- Collaborate with legal, data, and product departments to ensure compliance standards are met
- Drive cross-functional artificial intelligence projects and lead stakeholder gatherings on planning progress
- Identify capacity risks, devise backup strategies, and propose operational enhancements to boost utilization rates
Requirements
- Demonstrated capability to adopt and operationalize artificial intelligence tools within a workforce management or contact center setting
- Strong data visualization and analytical background for constructing dashboards and reporting tools
- Proven analytical competence in volume forecasting, employee workloads, and staffing optimization
- Minimum of seven years of experience working in capacity planning and forecasting
- Demonstrated background leading cross-functional projects and steering planning operations
- Experience constructing and managing data pipelines integrating multiple workforce management data sources
- Proficiency in data modeling, statistical analysis, and data visualization
- Background working in a fast-paced, high-volume contact center environment
- Experience working with business process outsourcers
- Familiarity with artificial intelligence governance concepts including model validation and responsible artificial intelligence practices
Qualifications
- Familiarity with COPC, ICMI, or SWPP standards
- Bachelor's degree or equivalent work experience
Core Skills
Benefits
- Competitive base pay
- Company benefits
- Equity in the form of restricted stock units
Frequently Asked Questions
What is the remote work policy for this role?
This is a hybrid position. Candidates based near Gusto offices in Denver, San Francisco, New York, or the Symmetry office in Scottsdale are expected to work on-site approximately two to three days per week or more depending on the role. Coverage hours fall between 6:00 AM and 6:00 PM Mountain Time.
What experience is required to apply?
Applicants must have at least seven years of experience in capacity planning and forecasting, alongside a demonstrated ability to operationalize artificial intelligence tools in a contact center or workforce management environment. Candidates also need experience building data pipelines, proficiency in data modeling, and a background in high-volume contact centers.
What compensation and benefits are provided?
The position includes competitive base pay, benefits, and equity in the form of restricted stock units. The posting lists cash compensation ranges starting from $105,000 to $129,000 yearly for Denver, Las Vegas, and most remote locations, and $98,775 to $121,000 yearly for Phoenix, with exact amounts determined by location, experience, and expertise.
Does this role involve on-call duties?
Yes, the person in this role participates in an on-call PagerDuty rotation to monitor and respond to real-time alerts during off-hours incidents, such as system outages, routing failures, and service level breaches.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.