Gusto, Inc.20 days ago
WFM Capacity & Analytics Planner
Salary not specified
MARKET
13,534 ₽median for this role
Tech Lead / Team Lead · 166 jobs with disclosed pay
5,250half of the offers: 9,771–18,1061.2 млн
The employer didn't disclose pay — compare with the market yourself.
Denver
Responsibilities
- 01Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations
- 02Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning
- 03Develop and maintain capacity plans, providing recommendations on hiring, staffing, and efficiency improvements for our CX teams
- 04Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts including system outages, service level breaches, and routing failures
- 05Design scalable AI-enabled WFM workflows across forecasting, scheduling, and intraday functions
- 06Build and maintain AI-powered WFM data pipelines that integrate multiple data sources (volume, AHT, shrinkage) to enable predictive and near-real-time insights
- 07Continuously monitor and adjust forecasts using AI-driven models and traditional methods as demand evolves
- 08Design governance frameworks for AI-enabled WFM workflows, including monitoring, validation, and escalation processes
- 09Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements
- 10Lead cross-functional AI initiatives for WFM, influencing how teams across the organization use AI in planning and operations
- 11Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption progress as member and facilitator aligned to the Operational Rhythm Meeting structure
- 12Identify potential risks to workforce capacity and proactively devise contingency plans
- 13Collaborate with stakeholders to implement risk mitigation strategies
- 14Evaluate and recommend process enhancements to boost efficiency and capacity utilization
- 15Analyze data to identify gaps and opportunities within the CX organization
Requirements
- 01AI 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
- 02Strong 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
- 03Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels
- 04Familiarity with COPC, ICMI, and/or SWPP standards is a plus
- 05Bachelor's degree or equivalent experience
- 067+ years in a capacity planning and forecasting role
- 07Demonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teams
- 08Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling)
- 09Proficiency in data modeling, statistical analysis, and data visualization
- 10Experience in a high-volume, fast-paced contact center environment
- 11Experience with BPOs
- 12Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices
What we offer
- 01Cash compensation range $105,000/yearly to $129,000/yearly in Denver and Las Vegas, and most remote locations
- 02Cash compensation range $98,775/yearly to $121,000/yearly in Phoenix
- 03Remote locations will vary based on geographical pay approach
- 04Office locations in Denver, San Francisco, and New York City
- 05Office-based employees expected to work from office 2-3 days per week
- 06Secure, reliable, and consistent internet connection required for remote work