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 of 2024
• Awarded Great Places to Work and Built In’s Best Workplaces for the third 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 complex data and translate it into actionable insights.
• Excellent communication (written and verbal in English) and interpersonal skills, with the ability to effectively collaborate with all levels of the organization, particularly operations teams.
• Ability to work effectively in a fast-paced, dynamic environment and manage multiple priorities simultaneously.
• Strong attention to detail and accuracy.
• Proactive, self-motivated, and able to work independently as well as part of a team.
• Preferred previous experience in the food and hospitality industries.

Here’s a bit about what we have to offer:

• Competitive pay: 6500 - 9000  PLN gross on CoE. 
• Fully paid private healthcare in LuxMed.
• Access to the Worksmile platform with a monthly top-up.
• Subsidized access to breakfast and lunch through the vending machine in Kraków office, and lunches in Gdańsk office once a week.
• New, modern, bright and comfortable office space in the city centre.
• A lot of free parking spots around the office.
• Access to the company’s library.
• Great working atmosphere.
• Chill out room with a PlayStation, table tennis, and mini gym.
• Free snacks and beverages in a kitchen.
• Company parties and social activities.
• Employee referral program.
• Relocation Package within Poland.

The controller of your personal data included in your job offer and others collected during the recruitment process is SpotOn Poland spółka z ograniczoną odpowiedzialnością with its registered office in Kraków, Aleja 29 listopada 20, 31-401 Kraków, e-mail address:
poland-rodo@spoton.com. We will process your personal data for the purpose of current or, if you voluntarily agree, also future recruitment processes. More information about how we proccess your data, including the basis for processing and your rights in relation to the processing, can be found on our website: https://pl.spoton.com/privacy-and-cookies-policy.

Administratorem podanych danych osobowych, w tym danych zawartych w dokumentach aplikacyjnych i zebranych w toku procesu rekrutacji, jest SpotOn Poland Sp. z o.o. z siedzibą w Krakowie (ul. Aleja 29 listopada 20, 31-401 Kraków; adres e-mail do kontaktu:
poland-rodo@spoton.com. Dane osobowe będą przetwarzane w celu realizacji obecnych lub – jeżeli wyrazisz na to dobrowolną zgodę – także przyszłych procesów rekrutacji. Więcej informacji o tym, jak przetwarzamy Twoje dane, w tym także informacje o podstawach prawnych przetwarzania oraz o prawach przysługujących Ci w związku z przetwarzaniem danych, znajdziesz na stronie:
https://pl.spoton.com/privacy-and-cookies-policy.

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.