SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Gusto is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems. Reporting to the Planning People Empower team, you'll play a leading role in shaping how AI is adopted across forecasting, scheduling, and intraday operations.
Day-to-day responsibilities include using AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations. You'll connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning, and develop capacity plans with recommendations on hiring, staffing, and efficiency improvements for customer experience teams.
You'll design scalable AI-enabled WFM workflows and build AI-powered data pipelines that integrate multiple data sources (volume, average handle time, shrinkage) to enable predictive and near-real-time insights. This includes designing governance frameworks for AI-enabled WFM workflows with monitoring, validation, and escalation processes, and partnering with Legal, Data, and Product teams to ensure AI implementations meet organizational standards and compliance requirements.
Additional responsibilities include participating in on-call PagerDuty rotations to monitor and respond to real-time alerts, leading cross-functional AI initiatives for WFM, facilitating stakeholder meetings on forecasting and capacity planning progress, identifying potential risks to workforce capacity and devising contingency plans, and analyzing data to identify gaps and opportunities within the customer experience organization.
Required qualifications include 7+ years in capacity planning and forecasting roles, demonstrated AI fluency with ability to adopt and operationalize AI tools in WFM or contact center contexts, strong analytical and data visualization skills with experience building dashboards and reporting tools, proficiency in data modeling and statistical analysis, and experience in high-volume, fast-paced contact center environments. Bachelor's degree or equivalent experience required. Familiarity with COPC, ICMI, SWPP standards, BPO experience, and AI governance concepts including model monitoring and responsible AI practices are valued.
