WFM Team Lead - City - SpotOn

Descripción

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
  (Fall 2025), 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.

Job Summary:

We're looking for a highly motivated Workforce Management (WFM) Team Leader to lead our team of Workforce Management Analysts. This is a critical role responsible for helping transform our WFM function into a strategic partner that delivers actionable insights and drives operational improvements across our Contact Center Operations in Mexico, Poland and the United States.

Key Responsibilities:

As the Workforce Management Team Leader, you will:

• Help lead and develop a high-performing team
  . Oversee the Workforce Management Analysts, performing all WFM functions: Forecasting, Staffing, Scheduling, Intra-day Management and Optimization. You'll provide guidance, mentorship and support to foster their professional growth and ensure the team's success.
• Foster a culture of Insight and Action
  . Assist in the transition of the WFM team to a proactive analytical powerhouse. You'll empower the team to dig deep into data, identify trends, uncover root causes and translate complex information into clear, actionable recommendations for Contact Center leadership.
• Assist in standardizing and professionalizing WFM practices
  : Implement and enforce best practices across all core WFM functions:
• Forecasting
  : Produce accurate short and long-term forecasts
• Staffing
  : Develop optimal staffing plans to meet Service Level Agreements while proving recommendations that help maximize efficiencies
• Scheduling
  : Oversee the creation and optimization of Agent schedules to maximize efficiencies, while considering Agents needs, according to relevant company policies
• Intra-day Management
  : Guide the team in real-time monitoring and adjustment of staffing to meet dynamic Contact Center needs
• Optimization
  : Drive the development of meaningful reports and analysis that identify opportunities for process improvement and efficiency gains
• Foster Cross-Functional Collaboration
  : Partner closely with Contact Center Operations Leadership, HR, Quality Assurance, Training and other Stakeholders in each country to understand their needs, communicate insights and implement WFM strategies effectively.
• Champion Continuous Improvement
  : Identify and implement new tools, processes and methodologies to enhance the accuracy, efficiency and effectiveness of our global WFM team.

Qualifications:

• A Bachelor's Degree with a major in Mathematics, Statistics, Economics, Actuary, Operations Research or Industrial Systems Engineering (preferred) - or comparable working experience within the Contact Center industry.
• Experience: 3+ years of experience in Workforce Management, with a strong focus on Forecasting, Staffing, Scheduling, Intra-day Management and Optimization in a Contact Center or similar high-volume operational environment.
• People Management: previous experience coordinating a group of Analysts, collaborating with them, coaching them for a productive work environment and making sure deadlines are met
• Demonstrated ability to take initiative, lead by example and support the development of the WFM Analysts team.

• Strong analytical skills with a track record of translating data into actionable insights and recommendations.

• Technical Skills:

• Proficiency in Workforce Management ACD (Genesys, Avaya, Cisco, Talkdesk, etc,), CRM (Microsoft 365, Salesforce Sales and Service Clouds) and WFM systems (Verint, Aspect, Playvox, etc.).

• Advanced spreadsheet (Excel or Google Sheets) skills (VLOOKUP, pivot tables, complex formulas, data analysis tools).
• Strong analytical and data modeling skills.

• Experience with reporting tools (e.g., Tableau, Power BI) is a plus.

• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively with Stakeholders at all levels.

• A passion for driving operational excellence and a commitment to continuous improvement.
• Be an agent of change: instead of fearing change, foster it and drive it - flexibility to build something bigger and better than before.
• Previous experience in the food and hospitality industries.

This is an onsite position and it requires attending to an office located at Paseo de La Reforma, Mexico City

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.

SpotOn is an e-verify company.