Workforce Planning Analyst

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

Square is looking for a Workforce Management Planning Analyst who is passionate about improving both the internal and external customer experience.  Your expertise and contributions will be focused on building insights, and strategy to maximize customer satisfaction and improve operational efficiency.  You will be a steward for projecting Square Seller support success requirements, and driving operational execution for Internal and Partner operations teams.

You Will:

• Guide weekly/monthly meetings focused on reviewing capacity plans, overarching staffing strategy, and comparative analysis between actual and projected performance to influence operational action

• Draft concise business case documents and drive for consensus with all levels of leadership, spanning budgetary impacts, service performance, and staffing strategy

• Contribute to preserving data integrity across multiple contact center systems, keenly focused on validation of data used for capacity planning

• Research and quantify enterprise initiatives that impact customer experience and service delivery

• Interpret and analyze large amounts of data to help predict forecasts and drive initiatives

• Focus on automation of manual WFM processes, and supporting leadership through value and effort optimizations for day-to-day work

• Drive action/recommendations in a way that is digestible, regardless of the amount of data or inputs that lead into the outcome

Qualifications

• 3+ years experience using common forecasting tools beyond Excel/GSheets such as R or Python 

• 4+ years of Workforce Management experience, +2 of which is focused forecasting, capacity planning, and staffing strategy

• A Bachelor's Degree, ideally in computer science, statistics, mathematics, or a related field, or an equivalent blend of educational background and practical experience.

• Intermediate or expert knowledge of SQL, Looker, Hyperion or other BI and modeling tools, with a proven track record of tool usage in a Workforce Management focus

• Excellent interpersonal skills and integrity, and high degree of comfort working in challenging group situations

• Strong organizational skills and the ability to decide prioritization of work based on scoped impact and effort

• Intermediate level knowledge of NICE IEX Workforce Management software, specifically focused on forecasting and planning 

• Experience drafting written business cases, executive summaries and contextual documentation that persuades decision-making by clearly articulating logic and reasoning for positions

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $101,500 - USD $152,300
Zone B: USD $94,400 - USD $141,600
Zone C: USD $86,300 - USD $129,500
Zone D: USD $76,200 - USD $114,200

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information.