Workforce Management Lead

Location: Remote

Base salary: $200,000–$250,000 per year, plus equity and benefits.

Company

Polymarket is a prediction market platform where users trade on outcomes across politics, economics, sports, culture, and current affairs.

What you will do

• Build the CX Workforce Management function from the ground up.
• Create long-range and short-range forecasts across channels, queues, BPO partners, and event-driven demand spikes.
• Own capacity, headcount, scenario, hiring, and vendor commitment models for in-house and outsourced staffing.
• Design shift patterns, coverage models, flex strategies, and event-readiness playbooks to achieve service-level targets.
• Translate forecasts into vendor staffing requirements and manage BPO accountability with Vendor Management.
• Hire and develop a Real Time Analyst, establish planning and intraday operating rhythms, and select and implement a WFM platform.

Requirements

• 8+ years of experience owning Workforce Management capacity planning and forecasting.
• Experience building or substantially rebuilding a WFM function.
• Experience managing blended in-house and multi-BPO workforces.
• Strong knowledge of forecasting methods across different time horizons and demand patterns.
• Expert spreadsheet modeling skills and the ability to explain capacity models, assumptions, and trade-offs to executives.
• Experience hiring and developing WFM analysts and coordinating planning with intraday management.

Nice to have

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

Culture & Benefits

• Remote work environment.
• Competitive salary, equity, and unlimited PTO.
• Full health, vision, and dental coverage.
• 401(k) match.
• New MacBook Pro, display, and accessories.