Customer Success WFM Manager

Booksy; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A global beauty marketplace is seeking a CS Workforce Management Manager in the UK. This role requires expertise in Workforce Management and involves optimizing service levels through data-driven forecasting and scheduling in a remote-first environment. Ideal candidates are analytical, detail-oriented, and possess strong communication skills. Join a passionate team committed to customer success and contribute to a rapidly growing company.

Benefits

Flexible working hours

Supportive team environment

International development opportunities

Qualifications

• Deep expertise in Workforce Management in a global customer support environment.
• Strong knowledge of forecasting, scheduling, and reporting.
• Solid understanding of multi-channel support operations.

Responsibilities

• Build reliable short- and long-term volume forecasts.
• Manage capacity planning across all lines of business.
• Develop and manage agent schedules to meet service objectives.

Skills

Workforce Management expertise

WFM processes knowledge

Proficiency in WFM platforms

Excel/Google Sheets skills

Analytical mindset

Excellent communication skills

Tools

Verint

NICE

Teleopti

Calabrio

Zendesk WFM tools

Job description

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You are a data-driven WFM expert ready to take on a critical global role. As our CS Workforce Management Manager, your expertise in optimizing service levels and productivity will directly impact how our customers and merchants experience Booksy. This role is about ensuring we have the right people, in the right place, at the right time—a challenge that requires precision, a strong analytical mindset, and exceptional cross-functional collaboration.

You will join the Customer Success team, reporting to the Head of CS Excellence, and collaborate with a passionate group committed to providing the best service to our customers. We are a remote-first company, giving you the flexibility to be based in the US, UK, Spain or Poland.

What you will lead

• You’ll build forecasting accuracy by using historical data, trends, seasonality, and core business drivers to create reliable short- and long-term volume forecasts
• You’ll manage capacity planning by collaborating with finance and operations to create accurate headcount and capacity plans across all lines of business and geographies
• You’ll drive scheduling and adherence by developing and managing agent schedules to meet service level objectives across all channels (chat, email, phone, etc.), monitoring shrinkage, adherence, and productivity trends
• You’ll own WFM technology and optimization by implementing workforce tools and automation to streamline scheduling and intraday adjustments
• You’ll lead real-time operations by monitoring performance and partnering with team leads to make critical intraday decisions to manage volume spikes, staffing gaps, and backlog
• You’ll provide actionable insights by owning and improving WFM dashboards and reporting on key metrics (SLA, occupancy, forecast accuracy, utilization) and offering regular, valuable recommendations to stakeholders
• You’ll shape strategy by contributing to outsourcing strategies, capacity planning for external partners, and vendor performance reviews

Requirements

• Provable, deep expertise and experience in Workforce Management, preferably within a global customer support or contact center environment
• Strong knowledge of WFM processes: forecasting, scheduling, real-time management, and reporting
• Proficiency in WFM platforms (e.g., Verint, NICE, Teleopti, Calabrio, or Zendesk WFM tools)
• Excellent Excel/Google Sheets skills; experience with SQL or BI tools is a strong plus
• Solid understanding of multi-channel support operations (chat, email, phone, social)
• An analytical mindset with strong attention to detail and proven problem-solving skills
• Excellent communication skills and the ability to influence and align strategy across functions

Benefits

• The opportunity to be part of something big - the world's fastest growing beauty marketplace
• Flexible working hours and opportunity to work remotely within your country
• Work in a welcoming team which is always ready to help
• Opportunity to develop in an international environment - we have teams in 6 countries
• Additional benefits that might differ depending on the location

A bit about Booksy

A career at Booksy means you’re part of a global team focused on helping people around the world feel great about themselves, every day. From empowering entrepreneurs to build successful businesses, to supporting their customers to arrange 'me time' moments, we’re in the business of helping people thrive and feel fantastic.

Working in a rapidly growing and evolving company comes with its own set of opportunities and challenges. If you prefer a stable environment, with clear processes and structures then, we’ve got to be honest, you won’t always find that here. However, if you’re a driven self-starter, with initiative and the motivation to grow your career in an environment that’s rapidly changing as we scale-up globally, then the chances are that you’ll love it at Booksy.

Our Diversity and Inclusion Commitment

We work in a highly creative and diverse industry so it goes without saying that we strive to create an inclusive environment for all. We welcome people from all backgrounds and are committed to fair consideration in our hiring process. If you have any accessibility needs or require reasonable adjustments during the interview process, please contact us at [e-mail], so we can best support you.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service

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