WFM Scheduling

What skill are we searching 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. 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. 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. 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. ,[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., 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., 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] Requirements: wfm, acd Additionally: Training budget, Private healthcare, English lessons, Support for relocation, Employee referral bonus, Flexible working hours, Small teams, Lunch card, Free snacks, Free parking, Modern office, Kitchen, Free coffee, Bike parking, Playroom, Shower, Free beverages, No dress code, Free lunch.