Customer Success WFM Manager

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:

This role is ideal if you are looking for autonomy and the chance to own the WFM function end-to-end. You will be building scalable, efficient, and flexible workforce plans that support Booksy’s rapid business growth.

• 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

You’ll need more than just technical skill; you’ll need the balanced boldness and problem-solving drive to ensure Booksy’s service remains exceptional while we scale.

• 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