[Remote] WFM Capacity & Analytics Planner

September 17, 2026

Other Jobs To Apply

No other job posts for this day.

Note: The job is a remote job and is open to candidates in USA. Gusto provides payroll, health insurance, retirement, and HR solutions for small businesses. The company is seeking a senior workforce management planner to design and scale AI-powered forecasting and capacity planning systems, build data pipelines and governance frameworks, and guide staffing, scheduling, and intraday operations. The role also leads cross-functional initiatives, monitors operational risks, and translates workforce data into actionable recommendations.

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
Experience with BPOs
Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices
When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required
Familiarity with COPC, ICMI, and/or SWPP standards is a plus

Benefits

All full-time employees receive benefits and equity (RSUs).
When approved to work from a location other than a Gusto office, employees may work from that location.

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 https://www.gusto.com.

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

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...