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 ; 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 [email protected], so we can best support you