Global WFM Manager - Contact Center Strategy & Ops

SpotOn; México; On-site; MXN 900,000 - 1,500,000; Full time

Job summary

SpotOn is seeking a Manager, Workforce Management to lead a team of analysts and associate managers across multiple countries. You will drive forecast accuracy, staffing optimization, and scheduling efficiency while collaborating with Implementation, Product, and Operations to deliver high-quality results.

The role requires advanced leadership, strategic planning, and a data-driven approach to improve KPIs and client outcomes in a fintech/SaaS context.

Qualifications

• 8+ years in customer success or related roles.
• Experience in fintech or SaaS environments preferred.
• Fluency in English and Spanish (written and verbal).
• Bachelor’s degree in Business Administration, Operations Management, Analytics, or related field required.
• Advanced certifications in Workforce Management, Analytics, or Contact Center Operations preferred.

Responsibilities

• Lead and develop a team of specialists and associate managers, fostering accountability, engagement, and performance.
• Coordinate with internal functions to ensure smooth project execution and issue resolution.
• Oversee end-to-end WFM operations across multiple countries (Mexico, Poland, U.S.).
• Define standardized processes for forecasting, staffing, scheduling, intra-day management, and optimization.
• Monitor dashboards to track SLAs, service levels, and efficiency metrics.

Skills

Leadership

Strategic thinking

Operational planning

Data-driven decision making

Stakeholder management

English and Spanish fluency

WFM experience

Team development

Problem solving

Cross-functional collaboration

Education

Bachelor’s degree in Business Administration

Bachelor’s degree in Operations Management

Bachelor’s degree in Analytics

Advanced certifications in Workforce Management

Tools

WFM systems

ACD platforms

CRM systems

Excel

Google Sheets

Power BI

Job description

SpotOn is seeking a Manager, Workforce Management to lead a team of analysts and associate managers across multiple countries. You will drive forecast accuracy, staffing optimization, and scheduling efficiency while collaborating with Implementation, Product, and Operations to deliver high-quality results.

The role requires advanced leadership, strategic planning, and a data-driven approach to improve KPIs and client outcomes in a fintech/SaaS context.