WFM Capacity & Analytics Planner

📋 Description

• Senior, technically minded WFM planner to design and scale AI-powered forecasting and capacity
• Report to Planning People Empower; lead AI adoption across forecasting, scheduling, and intraday
• Build frameworks, pipelines, and governance to elevate WFM from reactive to predictive.

🎯 Requirements

• AI fluency; experience in AI/ML forecasting, automation, or analytics workflows in WFM/contact
• Strong analytical and data visualization skills; dashboards and interactive reporting for leaders.
• Clear communication; translate data into actionable recommendations for stakeholders.
• Bachelor's degree or equivalent; 7+ years in capacity planning/forecasting.
• Experience building data pipelines integrating WFM data sources (volume, AHT, shrinkage
• Familiarity with AI governance concepts including model monitoring and validation.

🎁 Benefits

• Competitive base pay, benefits, and equity (RSUs).
• Total Rewards philosophy available at the linked page.
• Office spaces in Denver, SF, and NYC; hybrid work expectations possible.
• Equal opportunity employer with accommodations available during the application process.