Gusto · 6 hours ago
Workforce Management Capacity & Analytics Team Lead
Denver, CO
Full-time
Hybrid
Senior Level
$105K/yr - $156K/yr
5+ years expGusto is a company on a mission to grow the small business economy by handling essential services like payroll and HR. They are seeking a highly analytical Capacity Planning and Analytics Team Lead to drive data-informed decision-making and workforce optimization across their contact centers, ensuring alignment with business goals and customer experience objectives.
Bookkeeping and PayrollEmployee BenefitsEnterprise SoftwareFinancial ServicesFinTechHuman ResourcesSaaSSoftware
Responsibilities
Own the end-to-end capacity planning process, ensuring forecasts and staffing plans align with operational requirements, service levels, and strategic objectives
Design and implement advanced analytic models, including regression, correlation, and scenario modeling, to validate forecast accuracy and identify capacity gaps or surplus
Partner with forecasting and intraday teams to evaluate plan-to-actual performance, providing insight on deviations and recommending corrective actions
Analyze multi-channel operational data to identify trends, risks, and opportunities for improving service efficiency, staffing utilization, and cost management
Serve as the analytical subject matter expert and POC for senior leadership and cross-functional teams on capacity, workforce trends, and performance drivers. Provide peer-level mentorship, training, and guidance to WFM colleagues on analytic best practices, model interpretation, and data visualization techniques
Support strategic initiatives, including workforce optimization projects, staffing scenario modeling, AI/ML-driven planning, and operational process redesign
Maintain comprehensive documentation of analytic methods, capacity planning processes, assumptions, and validation protocols
Develop and deliver executive dashboards and reporting, summarizing operational performance, forecast accuracy, and staffing recommendations
Qualification
Required
5+ years of experience in Workforce Management, capacity planning, or operational analytics in a multi-channel, multi-line-of-business contact center, including back-office staffing and support functions
Demonstrated expertise in capacity modeling, scenario planning, and correlation analysis, with the ability to translate complex data into actionable operational insights
Hands-on experience with NICE IEX (or similar WFM systems), Tableau, Business Intelligence (BI) tools, and SQL for data extraction, analysis, and reporting
Experience leveraging AI-driven workforce optimization tools, predictive analytics, or automation to enhance capacity planning accuracy
Advanced proficiency in Excel, Google Sheets, or similar tools for complex modeling, scenario analysis, and operational reporting
Exceptional analytical, problem-solving, and critical thinking skills; ability to identify trends, make recommendations, and implement solutions across tactical and strategic horizons
Strong communication and presentation skills, with experience translating complex analytic findings into concise executive-level insights
Proven ability to influence cross-functional stakeholders and collaborate with operations, scheduling, intraday, and vendor teams to implement capacity-driven decisions
Highly organized, detail-oriented, and disciplined, with the ability to manage multiple priorities and deadlines in a fast-paced environment
Demonstrated commitment to process improvement, data governance, and standardization across analytic workflows
Benefits
Health insurance
401(k)s
Company
Gusto
Gusto is an HR and payroll platform that simplifies complex tasks, empowering businesses to focus on what matters most.
1001-5000 employees
H1B Sponsorship
Gusto has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (49)
2024 (54)
2023 (19)
2022 (37)
2021 (24)
Funding
Current Stage
Late StageTotal Funding
$746.1MKey Investors
Friends & Family CapitalT. Rowe PriceAkkadian Ventures
2023-01-28Series Unknown
2022-05-12Series E· $55M
2021-08-10Series E· $175M
Leadership Team
Josh Reeves
Head of Gusto (CEO) and Co-Founder. Building Gusto for the Long Term.
Edward Kim
Co-founder and Head of Technology
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