Workforce Planner

Summary

Join Gusto's Workforce Management Team as a Forecast and Capacity Planner and contribute to the company's continued success. You will develop and maintain capacity plans, monitor and adjust forecasts, identify and mitigate risks, collaborate with stakeholders, and enhance processes. The role requires strong analytical skills, proficiency in data analysis and visualization, and experience with contact center workforce management technologies. You will report to the Planning People Empower team and work with a geographically dispersed team across the US. Gusto offers competitive compensation, benefits, and a collaborative work environment.

Requirements

• Bachelor’s degree or equivalent experience
• 5+ years of workforce management experience and knowledge of WFM solution support systems
• 2+ years in a capacity planning and forecasting role
• Experience in a high-volume, fast-paced contact center environment
• Strong analytical skills in volume, employee workloads, and staffing optimization
• Proficiency in data modeling, statistical analysis, and data visualization
• Able to demonstrate and apply a thorough knowledge of contact center workforce management technologies (i.e. Verint, NICE IEX, eWFM Aspect, Calabrio etc.)
• Experience with BPOs

Responsibilities

• Develop and maintain capacity plans, providing recommendations on hiring, staffing, and potential efficiency improvements for our CX teams
• Continuously monitor and adjust forecasts according to changes in demand
• Identify potential risks to workforce capacity and proactively devise contingency plans
• Collaborate with stakeholders to implement risk mitigation strategies
• Evaluate and suggest process enhancements to boost efficiency and capacity utilization
• Facilitate stakeholder meetings on forecasting and capacity planning
• Analyze data to identify gaps and opportunities within the CX organization

Benefits

• Our cash compensation amount for this role is $79,185/yearly to $103,000/yearly in Denver and most remote locations, and $102,040/yearly to $125,000/yearly in San Francisco & New York
• Gusto has physical office spaces in Denver, San Francisco, and New York City
• Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role)
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required