WFM Forecasting & Staffing Analyst
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.
Job Summary:
The Workforce Management (WFM) Forecasting & Staffing Analyst is responsible for developing, maintaining and refining accurate short-term and long-term forecasts for call volume, handle time, and other key Contact Center metrics. This role plays a critical part in ensuring optimal staffing levels to meet Service Level Agreements (SLAs) while balancing operational efficiency and cost-effectiveness. The Analyst will collaborate closely with other WFM Analysts, Operations and other Stakeholders to provide data-driven insights and recommendations that optimize workforce allocation and enhance Customer experience.
Key Responsibilities:
- Forecasting:
- Develop and maintain accurate short-term (daily, weekly) and long-term (monthly, quarterly, annual) forecasts for all channels (e.g., voice, chat, email, social media) and queues, considering historical data, seasonality, marketing campaigns, product launches and other relevant business drivers.
- Utilize advanced statistical methodologies and WFM software to generate forecasts.
- Continuously monitor forecast accuracy and identify root causes for variances; implement corrective actions and adjust forecasting models as needed.
- Gather insights into upcoming events that may impact volume.
- Staffing & Capacity Planning:
- Translate forecasts into staffing requirements, considering factors such as average handle time (AHT), shrinkage (e.g., breaks, lunches, meetings, training, absenteeism) and SLAs.
- Develop and maintain staffing plans to ensure appropriate coverage across all shifts and queues.
- WFM Systems Optimization:
- Become a subject matter expert in the ACD, Omnichannel and WFM systems used.
- Ensure data integrity within the WFM system.
- Identify opportunities to leverage WFM system capabilities more effectively.
- Collaboration & Communication:
- Work closely with other WFM team Members to ensure alignment on staffing strategies and performance goals.
- Communicate effectively with all levels of the organization regarding WFM insights and recommendations.
- Participate in cross-functional projects as a WFM subject matter expert.
- Analyze performance trends and provide actionable insights and recommendations to improve WFM processes and operational efficiency.
- Conduct ad-hoc analysis to support business decisions and strategic initiatives.
- Present findings and recommendations to various stakeholders, including leadership.
- Continuous Improvement:
- Stay abreast of industry best practices in Workforce Management, Forecasting, Staffing and Contact Center operations.
- Proactively identify and implement process improvements to enhance efficiency and accuracy within the WFM function.
Qualifications:
- Education: Bachelor's degree in Mathematics, Statistics, Economics, Actuary, Operations Research, Industrial Systems Engineering or a related quantitative field or comparable work experience.
- Experience: 2 years of experience in Workforce Management, with a strong focus on Forecasting and Staffing in a Contact Center or similar high-volume operational environment.
- 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.
- Analytical & Problem-Solving Skills:
- Excellent analytical, critical thinking, and problem-solving abilities.
- Ability to translate complex data into clear, actionable insights.
- Strong attention to detail and accuracy.
- Communication Skills:
- Excellent verbal and written communication skills in Spanish and English, with the ability to present complex information clearly and concisely to diverse audiences.
- Strong interpersonal skills and the ability to build effective working relationships.
- Other:
- Ability to work independently and as part of a team in a fast-paced, dynamic environment.
- Strong organizational and time management skills.
- Ability to manage multiple priorities and meet deadlines.
- Knowledge of Contact Center operations and Key Performance Indicators (KPIs) is essential.
Preferred Qualifications (Nice to Have):
- Experience with statistical software (e.g., R, Python) for advanced analytics.
- Prior experience in a global or multi-site Contact Center environment.
This is an onsite position and it requires attending to an office located at Paseo de La Reforma, Mexico City
#Li-Onsite
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.
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