WFM Manager

The role

The Manager, Workforce Management leads a team of analysts to drive operational excellence for the Contact Center. This role manages forecasting, staffing, and scheduling across global operations in Mexico, Poland, and the U.S.

What you will do

• Lead and develop a team of specialists and associate managers
• Set goals and performance expectations
• Provide coaching, feedback, and professional development
• Oversee workload allocation and productivity
• Manage recruitment, onboarding, and training
• Act as a point of contact for client-facing teams and stakeholders
• Coordinate with internal functions like Implementation, Product, and Operations
• Oversee execution of multiple concurrent projects
• Identify and implement process improvements
• Own end-to-end WFM operations across multiple countries

Required qualifications

• Advanced leadership, coaching, and team development skills
• Strategic thinking and operational planning abilities
• Strong problem-solving, decision-making, and analytical capabilities
• Proficiency with relevant systems, tools, and metrics-driven management
• Effective stakeholder management and cross-functional collaboration
• Proven knowledge of global WFM operations including Forecasting, Scheduling, Staffing, and Intra-day Management
• Expertise in analyzing operational metrics and translating findings into actionable strategies
• Hands-on experience with WFM systems, ACD platforms, CRM systems, and data analytics tools (Excel, Google Sheets, Power BI)
• Strong operational planning and reporting skills
• Deep understanding of Contact Center operations, service-level optimization, and vendor management
• 8 years of professional experience in customer success or related roles
• 3 years of experience managing and developing high-performing teams

Nice to have

• Experience in fintech or SaaS environments
• Advanced certifications in Workforce Management, Analytics, or Contact Center Operations
• Additional languages

Before you apply

• Work authorization in the U.S. is required
• Visa sponsorship is not available

About the company

SpotOn provides restaurant tech including point-of-sale and AI-powered profit tools to help independent restaurants compete. The company has been awarded Great Places to Work and Built In’s Best Workplaces.