Global WFM Manager: Forecasting & Staffing

SpotOn, Inc.; Ciudad de México; Hybrid; MXN 900,000 - 1,300,000; Full time

Job summary

SpotOn is seeking a Manager, Workforce Management to lead a global WFM team and optimize forecasting, staffing, and scheduling across Mexico, Poland, and the U.S. You will drive process improvements, partner with cross-functional teams, and deliver data-driven insights to improve service levels.

The role requires deep WFM expertise, strong leadership, and experience with fintech or SaaS environments. Fluent in English and Spanish is preferred; residence in Mexico is a plus.

Qualifications

• 8 years of professional experience in customer success or related roles.
• 3 years of experience managing and developing high-performing teams.
• Fluent in English and Spanish (written and verbal).
• Experience in fintech or SaaS environments preferred.

Responsibilities

• Lead and develop a team of specialists and associate managers with accountability and performance.
• Oversee end-to-end WFM operations across multiple countries (Mexico, Poland, U.S.).
• Define forecasting, staffing, scheduling, intraday management, and optimization processes.
• Partner with Implementation, Product, Operations, and client teams for project success.
• Monitor dashboards and KPIs to drive continuous improvement.

Skills

Leadership

Forecasting

Scheduling

Data analysis

Cross-functional

Vendor management

WFM tools

Excel

Power BI

Spanish English fluency

Education

Bachelor’s degree in Business Administration/Operations/Analytics

Tools

WFM systems

ACD platforms

CRM systems

Power BI

Excel

Google Sheets

Job description

SpotOn is seeking a Manager, Workforce Management to lead a global WFM team and optimize forecasting, staffing, and scheduling across Mexico, Poland, and the U.S. You will drive process improvements, partner with cross-functional teams, and deliver data-driven insights to improve service levels.

The role requires deep WFM expertise, strong leadership, and experience with fintech or SaaS environments. Fluent in English and Spanish is preferred; residence in Mexico is a plus.