[Remote] WFM Capacity & Analytics Planner

Note: The job is a remote job and is open to candidates in USA. Gusto provides payroll, health insurance, 401(k), and HR solutions to help small businesses grow. Gusto is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems, build WFM data pipelines and governance frameworks, and guide AI adoption across forecasting, scheduling, and intraday operations.


Responsibilities

  • 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

Skills

  • **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
  • 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
  • Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices
  • Familiarity with COPC, ICMI, and/or SWPP standards is a plus
  • Experience with BPOs

Benefits

  • All full-time employees receive benefits
  • All full-time employees receive equity (RSUs)

Company Overview

  • Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most. It was founded in 2011, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is

  • Company H1B Sponsorship

  • Gusto has a track record of offering H1B sponsorships, with 13 in 2026, 49 in 2025, 54 in 2024, 19 in 2023, 37 in 2022, 24 in 2021. Please note that this does not guarantee sponsorship for this specific role.

  • Back to blog

    Other Jobs To Apply

    Remote Customer Support Specialist- Part Time & Full Time

    PACS Admin with Site co-ordinator (reputed company and Divrad)

    Social Media Lead (m/w/d) | Strategie & Performance | 100 % remote

    **Experienced Online Customer Support Specialist – reputed company Chat Support (Remote) – Part-Time Opportunity**

    Junior Level/ Entry Level Software Engineer (Remote)

    Ramp Agent - Evening Shift

    Work from Home Overnight Jobs Late Night Customer Experience Specialist $25-$35/hr ? Enhance customer experiences during late-night hours in a home-based role.

    Warehouse Associate - Night Shift- Immediate Hiring

    reputed company Careers - Find flexible, work-from-home jobs helping customers while earning $25-$35 per hour.

    Call Center Representative- Reno, Nevada- Remote (Any city, NV, US, 99999)

    Nurse Consultant (Nursing Home Surveyor)

    Warehouse Worker Job at Hayes Company LLC in Forney

    SOC Analyst I (Remote)

    Remote Part‑Time Customer Service Representative – Flight Operations & Passenger Support – Earn $27/hr at arenaflex

    Live Chat Jobs - Remote Position (Up to $35/hour) - No Degree Required, No Experience Necessary

    [Remote] DR Systems PACS Administrator / Specialist

    -Work From Home Position | Entry-Level | Flexible Hours

    Flexible Part-Time Remote Data Entry Specialist | Flexible Hours & Training Provided | Join arenaflex Team

    reputed company, Progressive Care, Per-diem

    Remote Physical Therapist in ID

    Overnight Positions Near Me Online – Non-Phone Digital Chat Role | $25–$35/hr

    reputed company RN – Clinical Documentation Specialist – CDIP CCDS Required – 100% Remote, GA

    HelpDesk (Customer Support)

    Senior Technical Program Manager, Amazon Access - Apply

    Entry Level Financial Protection Specialist (Remote)

    [Remote] Epic- Clinical Service Desk Specialist-REMOTE

    Work from Home as a Game Tester in the United States

    Medical Scribe (Remote - Full Time) - Full-time

    Part Time Package Handler (Twilight) - YVR Area

    Lead Backend Developer – Aviation Systems (Remote, Full-Time)

    Remote Cybersecurity Jobs - reputed company

    Appeals Nurse (RN) Analyst (670084)

    Dealer Development Manager (Nashville, TN)

    Entry-Level Data Entry Specialist Remote

    Part-Time Remote Typist/Data Entry Clerk

    No Experience Necessary | Work from Home Chat Agent Job - $25-$35/hour (Remote), Compensation: $25-$35/hour

    **Remote Data Entry Clerk – Part‑Time, Precision‑Focused, Flexible Hours, Global Collaboration**

    Remote Product Support Representative (No Degree Required/High Paying)

    Entry-Level Data Entry Clerk – No Experience Required – Immediate Start at arenaflex – Grow Your Career in a Dynamic Data‑Driven Environment

    **Dedicated Overnight Live Chat Support Agent – Remote, Night Shift Customer Service Specialist with Strong Communication Skills**

    **Customer Service & Support Representative – Remote – 6+ Month Engagement – Join arenaflex’s Dynamic Operations & Assurance Team**

    Experienced Remote Administrative Support & Data Entry Assistant – Part-Time, Entry Level | Flexible Hours + Great Pay

    Weekend Job / Part-time Job - Online Tutor in Türkiye

    [Remote] Business Operations Admin

    Remote Live Chat & Email Support Specialist – Deliver Outstanding Customer Service from Home, Earn $25–$35 per Hour

    Customer Support Jobs No Phone Flexible Schedule – reputed company | $25–$35/hr

    **Remote Admin Support - Data Entry Role at blithequark**

    **Experienced Customer Support Representative – Night and Weekend Shift – Coppell, TX**

    Part-Time Remote Live Chat Support Specialist – No Experience Required, Flexible Hours, Earn Up to $280 Daily

    **Experienced Part‑Time Remote Data Entry & Market Research Specialist – Earn Competitive Pay in Paid Focus Groups & Clinical Trials**