WFM Manager

About SpotOn

We’re not just building restaurant tech, we’re giving independent restaurants the tools to compete and win. From our award-winning point-of-sale to AI-powered profit tools, everything we do helps operators boost profit, work smarter, and keep their best people. And every solution is backed by real humans who actually give a sh*t about helping restaurants succeed.

• Named the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users

• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

• Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running

We move fast, care hard, and fight for independent restaurant operators to do what they love, and love doing it. If you’re looking to make an impact with heart and hustle, SpotOn is the place for you.

About the role

The Manager, Workforce Management leads a team of analysts, driving operational excellence and process improvements. This role ensures delivery against strategic objectives while developing team capabilities and fostering collaboration across departments.

The Manager, WFM leads the operational function of Workforce Management for the Contact Center, ensuring accurate forecasting, optimized staffing, and effective scheduling across global operations. This role drives process standardization, develops robust operational reporting, and provides strategic recommendations based on data to improve efficiency and service levels.

What you'll do

Team Leadership & Development

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.

• Set clear goals and performance expectations aligned with departmental objectives.

• Provide regular coaching, feedback, and professional development opportunities to build team capability.

• Oversee workload allocation, ensuring balanced capacity, productivity, and service quality.

• Manage recruitment, onboarding, and training to build a high-performing team culture.

Client & Cross-Functional Partnership

• Act as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.

• Anticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.

• Coordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.

• Communicate updates, progress, and risks clearly to senior leadership and key stakeholders.

Operational Execution & Process Improvement

• Oversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.

• Identify and implement process improvements to increase efficiency, scalability, and accuracy.

• Monitor team metrics and performance dashboards to drive accountability and continuous improvement.

• Partner with other managers to standardize best practices and optimize end-to-end workflows.

Training, Quality & Standards

• Establish and maintain high quality and consistency standards across all team outputs.

• Lead periodic quality reviews, identifying trends and coaching opportunities.

• Develop and maintain team training resources and SOPs to ensure consistency across roles and projects.

• Champion operational excellence and knowledge sharing across the broader function.

• Hold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.

Workforce Management Oversight

• Own the end-to-end WFM operations across multiple countries (Mexico, Poland, U.S.).

• Define and implement standardized processes for Forecasting, Staffing, Scheduling, Intra-day Management, and Optimization.

• Oversee creation and maintenance of operational dashboards and reports to track SLAs, service levels, and efficiency metrics.

• Analyze historical and real-time operational data to identify trends, risks, and opportunities for improvement.

• Collaborate with cross-functional teams to ensure operational readiness and continuous improvement of WFM processes and systems.

• Drive adoption and optimization of WFM tools and methodologies to support global operational goals.

What you'll need

• Advanced leadership, coaching, and team development skills.

• Strategic thinking and operational planning abilities.

• Strong problem-solving, decision-making, and analytical capabilities.

• Ability to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.

• 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.

• Demonstrated 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 with a data-driven approach to decision making.

• 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.

• Experience in fintech or SaaS environments preferred.

• Bachelor’s degree in Business Administration, Operations Management, Analytics, or related field required.

• Advanced certifications in Workforce Management, Analytics, or Contact Center Operations preferred.

• An equivalent combination of education and experience may be considered.

• Fluent in English and Spanish (written and verbal).

• Additional languages are preferred but not required.

We will never ask candidates to pay fees, purchase equipment, or share sensitive personal or financial information during the hiring process. All legitimate communication from our recruiting team will come from an official company email address (@spoton.com). If something seems suspicious, please contact us at [email protected].

SpotOn is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

For U.S. based roles, work authorization in the U.S. is required. Visa sponsorship is not available for this role.

SpotOn is an E-Verify company.