WFM Scheduling & Intra-day Analyst (Customer Care)

At SpotOn, we’re helping restaurants and small businesses compete and win with flexible payment and software technology—backed by real people who really care. From seamless point-of-sale systems to integrated restaurant management solutions, every SpotOn tool is designed to help local businesses increase profits and create better experiences for their customers and employees.  

Recently, SpotOn was:

• Named one of Fast Company’s Most Innovative Companies
• Awarded Great Places to Work and Built In’s Best Workplaces for the fourth year in a row
• Selected as the Best Overall Restaurant POS by NerdWallet 
• Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users

We’re committed to caring hard and moving fast so that we can continue to grow and make a positive impact together. 

That’s where you come in. 

The WFM Scheduling and Intra-day Analyst, with a strong background in site operations, is a critical role responsible for optimizing workforce efficiency and ensuring service level attainment within our contact center environment. This individual will leverage their practical understanding of day-to-day operations to create precise schedules, proactively manage intraday performance, and provide actionable insights that drive continuous improvement. They will act as a key liaison between the Workforce Management team and site operations, translating WFM strategies into practical applications and addressing operational challenges with data-driven solutions.

On a daily basis you will:

• Scheduling:
• Generate optimal agent schedules (shifts, breaks, lunches, off-phone activities) that align with forecasted volumes, service level targets, and agent preferences, while considering operational constraints (e.g., meeting room availability, training schedules).
• Collaborate closely with site operations leadership to understand staffing needs, agent skills, and operational limitations to produce realistic and effective schedules.
• Manage and process time-off requests, shift swaps, and schedule changes, ensuring minimal impact on service levels and operational efficiency.
• Publish schedules on time and communicate effectively with agents and operations teams regarding adherence to schedule expectations.
• Intraday Management:
• The role involves overseeing the operations team in real time to ensure activities proceed according to plan.
• Actively monitor real-time contact center performance metrics (e.g., AHT, adherence, service level, occupancy, ASA) and identify emerging trends or deviations from forecasts.
• Proactively identify and address intraday staffing gaps or surpluses, making real-time adjustments such as approving voluntary time off, initiating overtime, or adjusting skill assignments, with a practical understanding of their operational impact.
• Communicate regularly with operations teams to provide updates on performance, highlight areas of concern, and recommend immediate actions to maintain service levels.
• Coordinate with trainers, team leaders, and other stakeholders to manage off-phone activities (e.g., coaching, training, meetings) and ensure their alignment with operational needs and WFM guidelines.
• Collaboration and Continuous Improvement:
• Provide WFM training and guidance to operations staff (e.g., team leaders, supervisors) on adherence, schedule management, and WFM best practices.
• Actively participate in cross-functional meetings and initiatives to improve overall contact center performance.
• Identify and recommend enhancements to WFM processes, tools, and methodologies, taking into account the practical implications for site operations.

 

What skill are we looking for?

• Bachelor’s degree in Statistics, Mathematics, Industrial Systems Engineer, Economics, Actuary or a related field preferred, or equivalent working experience.
• Willing to come into our Kraków office 2-3 times per week.
• 1+ years of experience in Workforce Management (WFM) within a contact center environment, with a significant portion dedicated to scheduling and intra-day management.
• Demonstrable experience working directly within or in close partnership with contact center site operations, possessing a strong understanding of day-to-day operational challenges and workflows.
• Proficiency with ACD software (e.g., Genesys, TalkDesk, Avaya, etc) and WFM Software (Aspect, Verint, Calabrio, NICE WFM, PlayVox, etc.)
• Advanced spreadsheets skills (Excel, Google Sheets, e.g., pivot tables, vlookups and advanced formulas).
• Strong analytical and problem-solving skills with the ability to interpret