About the Role:
Gusto is seeking an experienced, team-oriented Workforce Capacity Planning & Analytics Leader to join our Workforce Management team. In this high-impact role, you’ll own and optimize scheduling across onshore and offshore CX teams, ensuring the right coverage at the right time. Reporting to the Head of Workforce Management, you’ll partner cross-functionally to drive efficiency, support peak readiness, and scale scheduling processes as Gusto grows. Ideal for a strategic problem-solver who thrives in fast-paced, mission-driven environments.
About the Team:
The Gusto Workforce Management Team is a group of individuals who are passionate about dreaming big and facilitating the connection between our Gustomers (customers) and the right people to help them, at the right time. We work within the Customer Experience (CX) Organization and support internal Gusties (employees) as well as vendors in planning customer demand, staffing, scheduling and monitoring real time drivers. The team is geographically dispersed across the US in order to assist across all hours of operation.
Here’s what you’ll do day-to-day:
- Lead the strategic and tactical capacity planning function for our WFM organization, supporting both onshore and offshore operations with a focus on employee engagement, accuracy, and operational readiness.
- Develop and evolve enterprise-wide capacity and staffing models that incorporate historical data, business trends, and non-voice workloads to drive long-term forecasting accuracy and proactive hiring strategies.
- Design and implement planning processes that ensure traceability, audit readiness, and transparency across all modeling, forecasts, and capacity assumptions.
- Deliver key reporting insights through advanced data tools (e.g., Verint OM, Verint DPA), ensuring stakeholders can make informed decisions around productivity, staffing, and resource allocation.
- Identify capacity risks and model multiple scenarios with a continuous improvement mindset, developing contingency strategies in collaboration with Finance, Ops, and Contact Center leaders.
- Facilitate regular strategic planning sessions and stakeholder meetings to align on hiring needs, workload volumes, and budget implications.
- Provide thought leadership on WFM technology design and reporting best practices, including tool implementation support (e.g., Verint, Genesys, NICE, etc.).
- Enhance workforce planning for non-voice channels, ensuring alignment with evolving business needs and digital transformation strategies.
- Serve as a cross-functional partner with BPOs, supporting contractual compliance, staffing optimization, and consistent performance monitoring.
- Champion a people-first culture within the WFM and analytics teams by ensuring role clarity, professional development, and alignment with organizational goals
Here’s what we're looking for:
- 5+ years of workforce management leadership experience, including strategic planning, analytics, and operational execution, plus a Bachelor’s degree or equivalent experience
- 2+ years leading capacity planning or forecasting, with a track record of influencing cross-functional stakeholders and senior leaders
- Proven success overseeing large-scale WFM teams across geographies, including offshore and outsourced partner relationships
- Deep expertise in voice and non-voice forecasting, productivity analysis, and shrinkage modeling
- Hands-on experience implementing and managing WFM tools such as Verint, NICE IEX, Genesys, and Calabrio
- Advanced skills in data modeling, variance analysis, and visualization to drive executive decision-making and budget alignment
- Strong communication and leadership skills, with experience supporting $100M+ budgets and navigating transformation in high-volume, fast-paced contact center environments
Our cash compensation amount for this role is $135,000/yearly to $166,000/yearly in Denver & most major metro locations, and $159,000/yearly - $195,000/yearly for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.
