WFM Lead: Build-from-Scratch Capacity & Forecasting

Polymarket; United States; Sur place; USD 200 000 - 250 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Equity

Full Health, Vision, & Dental coverage

401k match

Résumé du poste

Polymarket, the world s largest prediction market platform, is building a new Workforce Management function for its CX team. You will own long-range capacity planning, forecasting, and headcount models for in-house and BPO partners, creating scalable processes and playbooks for rapid, event-driven demand.

This is a high-ownership role with direct impact on service levels and cost. You will guide the design of shifts, coverage, and automation considerations, hire the initial Real Time Analyst,

Qualifications

• 8+ years owning WFM capacity planning and forecasting.
• Experience building a WFM function from scratch or rebuilding one.
• Experience managing blended in-house and multiple BPO staffing.
• Strong forecasting across time horizons and demand patterns.
• Advanced spreadsheet modeling and data analysis skills.
• Experience hiring and developing WFM analysts.
• Ability to explain capacity models to executives and stakeholders.
• Experience modeling staffing impact of AI agents and automation.
• Background in volatile, event-driven demand environments (crypto, trading, live events).
• Hands-on experience with WFM platforms (Assembled, NICE, Verint, Calabrio).

Responsabilités

• Build and own long-range capacity forecasts and short-range schedules.
• Develop headcount models for in-house and outsourced staffing.
• Design shift patterns and coverage strategies to hit service levels.
• Create event readiness playbooks for volume spikes.
• Translate forecasts into vendor staffing commitments and SOWs.
• Hire and grow the Real Time Analyst and WFM team.
• Evaluate and select a WFM platform and lead implementation.

Connaissances

WFM ownership

Forecasting methods

Spreadsheet modeling

Staffing analytics

Vendor management

WFM platforms

Hiring & coaching WFM

AI/automation impact

Event-driven demand

Outils

Assembled

NICE

Verint

Calabrio

Description du poste

Polymarket, the world s largest prediction market platform, is building a new Workforce Management function for its CX team. You will own long-range capacity planning, forecasting, and headcount models for in-house and BPO partners, creating scalable processes and playbooks for rapid, event-driven demand.

This is a high-ownership role with direct impact on service levels and cost. You will guide the design of shifts, coverage, and automation considerations, hire the initial Real Time Analyst,