WFM Capacity & Analytics Planner
Plans and scales AI-enabled workforce forecasting, capacity planning, and operational workflows for high-volume customer experience teams. Requires 7+ years of capacity-planning and forecasting experience, strong analytics and data-pipeline skills, and the ability to lead cross-functional initiatives.
About the job
Responsibilities
- Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they impact operations.
- Connect AI-generated insights to staffing, scheduling, and capacity-planning decisions.
- Develop and maintain capacity plans with recommendations on hiring, staffing, and efficiency improvements for customer experience teams.
- Participate in an on-call PagerDuty rotation to monitor and respond to real-time alerts, including system outages, service-level breaches, and routing failures.
- Design scalable AI-enabled workflows across forecasting, scheduling, and intraday operations.
- Build and maintain AI-powered data pipelines integrating volume, average handle time (AHT), shrinkage, and scheduling data.
- Monitor and adjust forecasts using AI-driven models and traditional methods.
- Design governance frameworks for AI-enabled workflows, including monitoring, validation, and escalation processes.
- Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements.
- Lead cross-functional AI initiatives for workforce management and influence planning and operations practices.
- Facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption.
- Identify workforce-capacity risks and devise contingency plans.
- Collaborate with stakeholders on risk-mitigation strategies.
- Evaluate process enhancements to improve efficiency and capacity utilization.
- Analyze data to identify gaps and opportunities within the customer experience organization.
Requirements
- Demonstrated ability to adopt and operationalize AI tools in a workforce-management or contact-center context.
- Experience designing or implementing AI/ML-powered forecasting, automation, or analytics workflows.
- Strong analytical and data-visualization skills, including experience building dashboards and interactive reporting tools.
- Experience with volume forecasting, employee workloads, and staffing optimization.
- Excellent judgment, communication, and problem-solving skills.
- Bachelor's degree or equivalent experience.
- 7+ years in capacity planning and forecasting.
- Ability to lead cross-functional initiatives and influence planning and operations practices.
- Experience building or managing data pipelines integrating multiple workforce-management data sources.
- Proficiency in data modeling, statistical analysis, and data visualization.
- Experience in a high-volume, fast-paced contact-center environment.
- Experience with BPOs.
- Familiarity with AI governance concepts, including model monitoring, validation, and responsible AI practices.
Nice to Have
- Familiarity with COPC, ICMI, and/or SWPP standards.
Compensation and Benefits
- Cash compensation is $105,000–$129,000 per year in Denver, Las Vegas, and most remote locations.
- Cash compensation is $98,775–$121,000 per year in Phoenix.
- Final offers vary based on candidate location, experience, expertise, role level, and other factors.
- Full-time employees receive competitive base pay, benefits, and equity (RSUs).
- Coverage hours are between 6:00 a.m. and 6:00 p.m. Mountain Time.
Skills
Artificial Intelligence, Machine Learning, Workforce Management, Capacity Planning, Forecasting, Data Pipelines, Data Modeling, Statistical Analysis, Data Visualization, Dashboards, Pagerduty, Contact Centers, Ai Governance, Copc, Icmi
Similar jobs
Data Analytics jobs
SimplePractice
United States
Leads monetization and expansion analytics across a B2B SaaS product suite, including ARPU modeling, cross-sell optimization, predictive model operationalization, and pricing experimentation. Requires 8+ years of analytical experience plus expert SQL/Python and Snowflake/dbt expertise.
Komodo Health
United States
Leads end-to-end healthcare analytics consulting projects, translating client questions into analyses, managing stakeholders, and delivering data-driven insights. Requires 8+ years of healthcare analytics experience, quantitative training, project leadership, strong communication, and SQL, Python, or R proficiency.
Tennr
United States
Owns the company’s payor intelligence function by mapping complex payer entities and delegated relationships, governing policy data, and translating coverage realities into product requirements. Requires 5+ years across U.S. Medicare, Medicaid, commercial payors, and related healthcare arrangements.
Fullstory
Atlanta, GA
Senior Customer Insights Analyst serving as a strategic consultant to customers, using Fullstory data to deliver analyses, actionable recommendations, enablement, and data-maturity guidance. Requires consulting experience, strong presentation skills, and knowledge of marketing, SaaS, and eCommerce.
Thyme Care
Remote
Performs actuarial and financial analysis for value-based healthcare contracts, using claims data, SQL, forecasting models, and statistical methods to evaluate performance and support payer partnerships. Requires a quantitative bachelor's degree, ASA or near-ASA credentials, and at least two years of healthcare actuarial experience.