WFM Scheduling & Intra-day Analyst (Customer Care)

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.

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.

• 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.

• Willing to come into our Kraków office 3 times per week.

• Availability to work in a hybrid work model, hours 12:00-20:00.

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

• Competitive pay: 6500 - 9000 PLN gross on CoE.

• Access to e-learning platforms.

• 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.

• A laptop and essential work equipment provided by the company.

• 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 and games.

• 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:
[email protected]. 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:
[email protected]. 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.

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