WFM Capacity & Analytics Planner

Jobtailor; Arizona; On-site; USD 140,000 - 190,000; Full time

Job summary

Jobtailor seeks an experienced WFM leader to design and scale AI-powered forecasting and capacity planning for our contact center. You will drive AI adoption across forecasting, scheduling, and intraday operations, building governance for predictive workflows.

You will develop data pipelines, dashboards, and models to optimize staffing, monitor performance, and mitigate risks, reporting to Planning People Empower.

Qualifications

• AI fluency and ability to operationalize AI in WFM or contact center.
• Experience designing or implementing AI/ML-powered forecasting, automation, or analytics workflows.
• Strong analytical and data visualization skills.
• Experience building dashboards and interactive reporting tools.
• Experience with volume forecasting, employee workloads, and staffing optimization.
• 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 data pipelines integrating volume, AHT, shrinkage, and scheduling data.
• Proficiency in data modeling and statistical analysis.
• Experience in a high-volume, fast-paced contact center environment.
• Experience with BPOs.
• Familiarity with AI governance, model monitoring, validation, and responsible AI practices.
• Familiarity with COPC, ICMI, and SWPP standards is a plus.

Responsibilities

• Design and scale AI-powered forecasting and capacity planning systems.
• Shape AI adoption across forecasting, scheduling, and intraday operations.
• Build frameworks, pipelines, and governance for predictive WFM.
• Identify demand shifts, seasonal patterns, and workforce risks using AI.
• Connect AI insights to staffing, scheduling, and capacity decisions.
• Develop and maintain capacity plans with hiring, staffing, and efficiency recommendations.
• Participate in on-call PagerDuty rotation and respond to real-time alerts and SLA breaches.
• Design scalable AI-enabled WFM workflows.
• Build and maintain AI-powered WFM data pipelines.
• Monitor and adjust forecasts using AI-driven and traditional methods.

Skills

AI fluency

AI/ML forecasting

Data visualization

Dashboard development

Volume forecasting

Staffing optimization

Data pipelines

Data modeling

Cross-functional leadership

COPC/ICMI/SWPP familiarity

Education

Bachelor's degree or equivalent experience

Tools

Data pipelines

Dashboard tools

Data visualization tools

AI tools

Job description

• Design and scale AI-powered forecasting and capacity planning systems
• Shape AI adoption across forecasting, scheduling, and intraday operations
• Build frameworks, pipelines, and governance structures for predictive WFM
• Identify demand shifts, seasonal patterns, and workforce risks using AI
• Connect AI-generated insights to staffing, scheduling, and capacity decisions
• Develop and maintain capacity plans with hiring, staffing, and efficiency recommendations for CX teams
• Participate in an on‑call PagerDuty rotation and respond to real‑time alerts, outages, service‑level breaches, and routing failures
• Design scalable AI‑enabled WFM workflows
• Build and maintain AI‑powered WFM data pipelines
• Monitor and adjust forecasts using AI‑driven and traditional methods
• Design governance frameworks with monitoring, validation, and escalation processes
• Partner with Legal, Data, and Product on compliance and organizational standards
• Lead cross‑functional AI initiatives for WFM
• Facilitate forecasting, capacity planning, and AI adoption stakeholder meetings
• Devise contingency plans and implement risk mitigation strategies
• Evaluate process enhancements to improve efficiency and capacity utilization
• Analyze CX data to identify gaps and opportunities
• Report into the Planning People Empower team

Requirements

• AI fluency required, including adopting and operationalizing AI tools in a WFM or contact center context
• Experience designing or implementing AI/ML-powered forecasting, automation, or analytics workflows
• Strong analytical and data visualization skills
• Experience building dashboards and interactive reporting tools
• Experience with volume forecasting, employee workloads, and staffing optimization
• Bachelor's degree or equivalent experience
• 7+ years in a capacity planning and forecasting role
• Ability to lead cross‑functional initiatives and influence planning and operations practices
• Experience building or managing data pipelines integrating volume, AHT, shrinkage, and scheduling data
• 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, model monitoring, validation, and responsible AI practices
• Familiarity with COPC, ICMI, and/or SWPP standards is a plus
• Excellent judgment, communication, and problem‑solving skills

Core Competencies

Demonstrates expertise in AI fluency and the operationalization of AI tools within workforce management, focusing on capacity planning, forecasting, and data analysis. Proven ability to lead cross‑functional initiatives and implement governance frameworks for AI‑driven processes.

Highest-signal resume keywords

• AI Fluency
• Capacity Planning
• Data Visualization
• Forecasting Automation
• Cross‑Functional Leadership

ATS Optimization Keywords

Hard Skills

• AI/ML‑Powered Forecasting
• Data Modeling
• Statistical Analysis
• Dashboard Development
• Volume Forecasting
• Staffing Optimization
• Data Pipeline Management
• Predictive Workforce Management
• Capacity Planning Systems
• Risk Mitigation Strategies

Soft Skills

• Analytical Skills
• Communication Skills
• Problem‑Solving Skills
• Judgment

Industry Keywords

• Contact Center
• BPO
• COPC
• ICMI
• SWPP
• Workforce Management
• Capacity Utilization
• Operational Standards

Tools & Technologies

• AI Tools
• Data Visualization Tools
• Interactive Reporting Tools
• Governance Frameworks