Capacity Planning Lead

Polymarket

4d•$200,000 - $250,000

About The Position

Polymarket's support demand doesn't follow a schedule. An election call, a disputed market resolution, or a surprise championship finish can multiply ticket volume in hours. The CX team handles that reality every day, and right now they're doing it without a real WFM function behind them. That changes with this hire. You'll build Workforce Management for CX from the ground up: long-range capacity planning, short-range forecasting, scheduling strategy, and the headcount models that drive both in-house hiring and BPO commitments. The function doesn't exist yet in any formal sense. You'll define what it looks like, hire into it starting with a Real Time Analyst, and own it end to end. This is a high-ownership role with direct impact on service levels, vendor spend, and the customer experience during the moments that matter most. If you want a WFM function that someone else already built, this isn't it. If you want to build the right one from scratch at a company where the stakes are real and the demand spikes are genuinely unpredictable, it is.

Requirements

8 or more years owning WFM capacity planning and forecasting, not contributing to it, owning it.
A track record of building a WFM function from scratch or meaningfully rebuilding one that wasn't working.
Experience managing a blended workforce across in-house teams and multiple BPO vendors, including translating forecasts into vendor staffing commitments and holding partners to them.
Strong command of forecasting methods across different time horizons and demand patterns, and the judgment to match the method to the problem.
Expert-level spreadsheet modeling skills, with the ability to run the function on spreadsheets alone and the experience to know when a dedicated WFM platform is the right next step.
Experience hiring and developing WFM analysts, and setting the operating rhythm between planning and intraday management.
Able to explain a capacity model clearly to executives, including the assumptions behind it and the trade-offs involved in the recommendations.

Nice To Haves

Experience modeling the staffing impact of AI agents and automation on contact volume and handle time.
Background in volatile, event-driven demand environments such as crypto, trading platforms, gaming, or live events.
Hands-on experience with WFM platforms such as Assembled, NICE, Verint, or Calabrio.

Responsibilities

Build and maintain forecasts across every channel, queue, and BPO partner, covering long-range planning, short-range scheduling cycles, and event-driven spikes tied to elections, market resolutions, and major sports.
Own headcount and capacity models for both in-house and outsourced staffing, including scenario modeling for AI deflection and automation, and translate those models into hiring plans and vendor commitments.
Design shift patterns, coverage models, and flex strategies that hit service level targets without carrying excess headcount through slow periods.
Build event readiness playbooks for known volume spikes and a rapid-response framework for the ones that aren't on the calendar.
Translate volume forecasts into vendor SOW requirements and staffing calls, and hold BPO partners accountable to those commitments in partnership with Vendor Management.
Hire and develop the Real Time Analyst, set the operating rhythm between planning and intraday management, and build out the WFM team as the function grows.
Decide when spreadsheets stop being the right tool, own the evaluation and selection of a WFM platform, and lead the implementation.