WFM Capacity & Analytics Planner
$129–$105,000 year
HybridDenver, Colorado, United States
Job Summary
Design and scale AI-powered forecasting and capacity planning systems to identify demand shifts, seasonal patterns, and emerging workforce risks. Connect AI-generated insights to operational decisions across staffing, scheduling, and capacity planning while developing frameworks, pipelines, and governance structures. Build and maintain AI-enabled WFM workflows that integrate multiple data sources to enable predictive and near-real-time insights for CX teams. Monitor and respond to real-time alerts during off-hours incidents via an on-call PagerDuty rotation, ensuring rapid escalation and resolution. Partner with Legal, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements. Lead cross-functional AI initiatives and facilitate stakeholder meetings on forecasting, capacity planning, and AI adoption progress.
Required Qualifications
- AI fluency required: Demonstrated ability to adopt and operationalize AI tools in a WFM or contact center context; designing or implementing AI/ML-powered forecasting, automation, or analytics workflows
- Strong analytical and data visualization skills; demonstrated experience building dashboards and interactive reporting tools to surface WFM insights for operations and leadership; demonstrated analytical skills in volume forecasting, employee workloads, and staffing optimization
- Excellent judgment, communication, and problem-solving skills — able to translate complex data into clear, actionable recommendations for stakeholders at all levels
- Bachelor's degree or equivalent experience
- 7+ years in a capacity planning and forecasting role
- Demonstrated ability to lead cross-functional initiatives and influence planning and operations practices across teams
- Experience building or managing data pipelines that integrate multiple WFM data sources (volume, AHT, shrinkage, scheduling)
- 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
- Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role)
Desired Qualifications
- Familiarity with COPC, ICMI, and/or SWPP standards is a plus
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.