{"id":3882993,"url":"https://alion.io/job/spoton-wfm-manager","title":"WFM Manager","company":{"id":1761,"name":"SpotOn","domain":"spoton.com","url":"https://alion.io/company/spoton","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":90,"open_postings":12,"ghost_share":0,"stale_share":0.417,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-11-07T05:47:08Z"}},"role":"Field & Service","role_family":"Field & Service","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-11-06T16:33:19Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-07T12:16:58Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About SpotOn\nWe’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.\nNamed the #1 Restaurant POS by G2 (Summer 2026), based on ratings from real users\n\nRated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users\n\nAwarded Great Places to Work and Built In’s Best Workplaces for multiple years running\n\nWe 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.\nAbout the role\nThe 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.\nThe 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.\nWhat you'll do\nTeam Leadership & Development\nLead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.\n\nSet clear goals and performance expectations aligned with departmental objectives.\n\nProvide regular coaching, feedback, and professional development opportunities to build team capability.\n\nOversee workload allocation, ensuring balanced capacity, productivity, and service quality.\n\nManage recruitment, onboarding, and training to build a high-performing team culture.\n\nClient & Cross-Functional Partnership\nAct as a key point of contact for client-facing teams and stakeholders to ensure alignment on project requirements and timelines.\n\nAnticipate client and partner needs, providing proactive solutions and maintaining strong, collaborative relationships.\n\nCoordinate with internal functions (Implementation, Product, Operations, etc.) to ensure smooth project execution and issue resolution.\n\nCommunicate updates, progress, and risks clearly to senior leadership and key stakeholders.\n\nOperational Execution & Process Improvement\nOversee execution of multiple concurrent projects, ensuring on-time delivery and adherence to quality standards.\n\nIdentify and implement process improvements to increase efficiency, scalability, and accuracy.\n\nMonitor team metrics and performance dashboards to drive accountability and continuous improvement.\n\nPartner with other managers to standardize best practices and optimize end-to-end workflows.\n\nTraining, Quality & Standards\nEstablish and maintain high quality and consistency standards across all team outputs.\n\nLead periodic quality reviews, identifying trends and coaching opportunities.\n\nDevelop and maintain team training resources and SOPs to ensure consistency across roles and projects.\n\nChampion operational excellence and knowledge sharing across the broader function.\n\nHold the team accountable for following documented processes: Standard Operating Procedures (SOPs), Service-level Agreements (SLAs), and checklists.\n\nWorkforce Management Oversight\nOwn the end-to-end WFM operations across multiple countries (Mexico, Poland, U.S.).\n\nDefine and implement standardized processes for Forecasting, Staffing, Scheduling, Intra-day Management, and Optimization.\n\nOversee creation and maintenance of operational dashboards and reports to track SLAs, service levels, and efficiency metrics.\n\nAnalyze historical and real-time operational data to identify trends, risks, and opportunities for improvement.\n\nCollaborate with cross-functional teams to ensure operational readiness and continuous improvement of WFM processes and systems.\n\nDrive adoption and optimization of WFM tools and methodologies to support global operational goals.\n\nWhat you'll need\nAdvanced leadership, coaching, and team development skills.\n\nStrategic thinking and operational planning abilities.\n\nStrong problem-solving, decision-making, and analytical capabilities.\n\nAbility to drive performance improvements by identifying trends, analyzing data, and implementing action plans to achieve team KPIs and enhance client satisfaction.\n\nProficiency with relevant systems, tools, and metrics-driven management.\n\nEffective stakeholder management and cross-functional collaboration.\n\nProven knowledge of global WFM operations, including Forecasting, Scheduling, Staffing, and Intra-day Management.\n\nDemonstrated expertise in analyzing operational metrics and translating findings into actionable strategies.\n\nHands-on experience with WFM systems, ACD platforms, CRM systems, and data analytics tools (Excel, Google Sheets, Power BI).\n\nStrong operational planning and reporting skills with a data-driven approach to decision making.\n\nDeep understanding of Contact Center operations, service-level optimization, and vendor management.\n\n8 years of professional experience in customer success or related roles.\n\n3 years of experience managing and developing high-performing teams.\n\nExperience in fintech or SaaS environments preferred.\n\nBachelor’s degree in Business Administration, Operations Management, Analytics, or related field required.\n\nAdvanced certifications in Workforce Management, Analytics, or Contact Center Operations preferred.\n\nAn equivalent combination of education and experience may be considered.\n\nFluent in English and Spanish (written and verbal).\n\nAdditional languages are preferred but not required.\n\nWe 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 .\nSpotOn 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.\nFor U.S. based roles, work authorization in the U.S. is required. 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