Curated job
WFM Capacity & Analytics Planner
Gusto · Denver, CO - Hybrid; Scottsdale, Arizona, United States
Employment
Full-time
Workplace
Hybrid
About the role
Gusto is seeking a senior, technically minded workforce management planner to design and scale AI-powered forecasting and capacity planning systems. In this role, you will build frameworks, data pipelines, and governance structures that transition WFM from reactive to predictive operations. Candidates must have coverage availability between 6am and 6pm Mountain Time.
Key requirements
- 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 building or managing data pipelines that integrate multiple WFM data sources including volume, AHT, shrinkage, and scheduling
- Experience in a high-volume, fast-paced contact center environment and with BPOs
- Proficiency in data modeling, statistical analysis, and data visualization
Who should apply
An experienced WFM professional with a strong background in capacity planning, forecasting, and operationalizing AI tools within a contact center environment will find a great fit here.
Key skills
Capacity PlanningForecastingArtificial IntelligenceData ModelingStatistical AnalysisData VisualizationWFM Data PipelinesContact Center Operations
Application guidance
Interested candidates apply on the employer's official site.