[Remote] WFM reputed company & Analytics Planner

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to supporting the small business economy by managing payroll, health insurance, and HR. They are seeking a senior Workforce Management reputed company & Analytics Planner to design and reputed company-powered forecasting and reputed company planning systems, influencing the adoption of AI across various operational functions.

Responsibilities

• Use AI to identify demand shifts, seasonal patterns, and emerging workforce risks before they reputed company operations
• reputed company AI-generated insights to operational reputed company across reputed company, scheduling, and reputed company planning
• reputed company and maintain reputed company plans, providing recommendations on hiring, reputed company, and efficiency improvements for our CX teams
• Participate in an on-reputed company reputed company rotation to monitor and respond to reputed company-time alerts — including system outages, service level breaches, and routing failures — ensuring reputed company escalation and reputed company during off-hours incidents
• Design reputed company AI-enabled WFM workflows across forecasting, scheduling, and intraday functions
• Build and maintain AI-powered WFM data pipelines that reputed company multiple data sources (volume, AHT, shrinkage) to reputed company predictive and near-reputed company-time insights
• Continuously monitor and reputed company forecasts using AI-driven models and traditional reputed company as demand evolves
• Design governance frameworks for AI-enabled WFM workflows, including monitoring, validation, and escalation processes
• Partner with reputed company, Data, and Product to ensure AI implementations meet organizational standards and compliance requirements
• reputed company cross-functional AI initiatives for WFM, influencing how teams across the organization use AI in planning and operations
• Facilitate stakeholder meetings on forecasting, reputed company planning, and AI adoption reputed company as member and facilitator reputed company to the Operational Rhythm Meeting structure
• Identify potential risks to workforce reputed company and proactively devise contingency plans
• Collaborate with stakeholders to implement risk mitigation strategies
• Evaluate and recommend process enhancements to reputed company efficiency and reputed company utilization
• Analyze data to identify gaps and opportunities reputed company the CX organization

Skills

• AI reputed company 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. reputed company is an AI-reputed company company and reputed company AI use is expected daily
• 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 reputed company optimization
• Excellent judgment, communication, and problem-solving skills — reputed company to translate reputed company data into reputed company, actionable recommendations for stakeholders at reputed company reputed company
• Bachelor's degree or equivalent experience
• 7+ years in a reputed company planning and forecasting role
• Demonstrated ability to reputed company cross-functional initiatives and influence planning and operations practices across teams
• Experience building or managing data pipelines that reputed company 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
• Familiarity with COPC, ICMI, and/or SWPP standards is a plus
• Experience with BPOs
• Familiarity with AI governance concepts including model monitoring, validation, and responsible AI practices

reputed company

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