WFM Capacity & Analytics Planner
Core
Design and scale AI-powered forecasting and capacity planning systems to elevate workforce management from reactive to predictive, serving CX teams and operations.
Role type
Senior IC workforce management planner (AI/ML focus)
Builds
AI-enabled WFM workflows, data pipelines, and governance frameworks for forecasting, scheduling, and intraday operations
Domain
Workforce Management (WFM) + Artificial Intelligence
Deliverable
production ML models
Required skills
AI/ML operationalization, data pipeline engineering, statistical analysis, data visualization, volume forecasting, staffing optimization, risk management, cross-functional leadership
Preferred skills
COPC/ICMI/SWPP standards, BPO experience, AI governance concepts
Technologies
AI/ML tools, data pipelines, PagerDuty
Responsibilities
Use AI to identify demand shifts and workforce risks; connect AI insights to operational decisions; develop capacity plans and hiring recommendations; participate in on-call rotation for real-time alerts; design scalable AI workflows; build and maintain AI-powered data pipelines; monitor and adjust forecasts; design governance frameworks; partner with Legal and Data teams; lead cross-functional AI initiatives; facilitate stakeholder meetings; identify risks and devise contingency plans; evaluate process enhancements.
Seniority
Senior, hands-on IC
