WFM Capacity and Analytics Planner
You will design and scale AI-powered workforce management forecasting and capacity planning systems. You will build data pipelines and governance frameworks, connect AI insights to staffing and scheduling decisions, monitor forecasts and real-time alerts, develop capacity recommendations, lead cross-functional initiatives, and create contingency and risk mitigation plans for customer experience operations.
Responsibilities
- Identify demand shifts, seasonal patterns, and workforce risks using AI
- Connect AI insights to staffing, scheduling, and capacity decisions
- Develop capacity plans and staffing recommendations
- Participate in the PagerDuty on-call rotation
- Design AI-enabled WFM workflows
- Build and maintain WFM data pipelines
- Monitor and adjust forecasts
- Design AI governance frameworks
- Partner with Legal, Data, and Product on compliant AI implementations
- Lead cross-functional WFM AI initiatives
- Facilitate forecasting and capacity planning meetings
- Develop workforce capacity contingency plans
- Implement risk mitigation strategies
- Recommend process enhancements
- Analyze CX organizational data
Requirements
- AI fluency in workforce management or contact center contexts
- Experience with AI/ML-powered forecasting, automation, or analytics workflows
- Analytical and data visualization skills
- Experience building dashboards and interactive reporting tools
- 7+ years of capacity planning and forecasting experience
- Experience leading cross-functional initiatives
- Experience building or managing WFM data pipelines
- Proficiency in data modeling and statistical analysis
- Experience in a high-volume contact center environment
- Experience with BPOs
- Familiarity with AI governance, model monitoring, validation, and responsible AI
Benefits
- Equity (RSUs)