WFM Architect - Capacity & Forecasting

Polymarket; United States; Remote; USD 200,000 - 250,000; Full time

Benefits offered by this job

Unlimited PTO

Health coverage

Vision coverage

Dental coverage

401k match

MacBook Pro

Job summary

Polymarket is expanding its CX capabilities by building a Workforce Management function from the ground up. You will own long-range capacity planning, short-range forecasting, scheduling strategy, and headcount models that guide in-house and BPO staffing.

This high-ownership role impacts service levels, vendor spend, and customer experience during peak moments. Join a team shaping WFM in a fast-growing, crypto-informed organization in the United States.

Qualifications

• 8+ years owning WFM capacity planning and forecasting.
• Experience building a WFM function from scratch or rebuilding it.
• Experience managing blended in-house and BPO vendors.
• Expert-level spreadsheet modeling skills.
• Experience modeling staffing impact of AI agents and automation.

Responsibilities

• Build and maintain forecasts across channels, queues, and BPO partners.
• Own headcount and capacity models for in-house and outsourced staffing.
• Design shift patterns and coverage to hit service levels.
• Create event readiness playbooks for volume spikes.
• Translate forecasts into vendor staffing commitments and manage vendors.
• Hire and develop the Real Time Analyst and grow the WFM team.
• Evaluate and select a WFM platform and lead implementation.

Skills

Forecasting

Capacity planning

WFM analytics

Executive briefing

Tools

Assembled

NICE

Verint

Calabrio

Job description

Polymarket is expanding its CX capabilities by building a Workforce Management function from the ground up. You will own long-range capacity planning, short-range forecasting, scheduling strategy, and headcount models that guide in-house and BPO staffing.

This high-ownership role impacts service levels, vendor spend, and customer experience during peak moments. Join a team shaping WFM in a fast-growing, crypto-informed organization in the United States.