Real Time Analyst - Workforce Management

  • Full-time

Company Description

We believe everyone should be able to participate and thrive in the economy. So we’re building tools that make commerce easier and more accessible to all. We started with a little white credit card reader but haven’t stopped there. Our new reader helps our sellers accept chip cards and NFC payments, and our Cash app lets people pay each other back instantly. We’re empowering the independent electrician to send invoices, setting up the favorite food truck with a delivery option, helping the ice cream shop pay its employees, and giving the burgeoning coffee chain capital for a second, third, and fourth location. Let’s shorten the distance between having an idea and making a living from it. We’re here to help sellers of all sizes start, run, and grow their business—and helping them grow their business is good business for everyone.

Job Description

Square is looking for a Real Time Analyst who is passionate about improving both the internal and external customer experience.  The role will be within our Customer Success Operations team and will be crucial in building tools and strategy to maximize customer satisfaction and improve operational efficiency.

To perform this job successfully, an individual will need to leverage various tools and systems to monitor real-time queues and adherence tools to ensure service level and response time objective are met, optimization of schedules and events that support workforce management fundamentals that drive and compliment the organizational strategy.

You will:

  • Drive seller success through data, analytics and metrics

  • Monitor and adjust staffing, schedules and activities to ensure servicing metrics are met

  • Provide post analysis on prior days to determine key drivers and impacts as well as actions to mitigate future risk

  • Provide communication to and from Operations and other support departments for escalation of service-impacting issues

Qualifications


  • 2 years experience in contact center environment with knowledge of common contact center statistics and technology

  • Strong intellectual curiosity

  • Associate’s degree or equivalent combination of education and experience

  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously

  • Ability to work both independently and as a team to provide solutions to complex problems

  • Ability to use MS Office/Google products

  • Excellent oral and written communication skills

  • Excellent interpersonal skills and integrity with strong customer service skills

  • Willing and able to work a flexible shift to meet the operational needs

Preferred:

  • Minimum of 2 years experience utilizing Workforce Management products and working in a Workforce Analyst role

  • 4-year college degree with major in analytical or technical field

  • Working knowledge or desire to learn SQL, Tableau, Hyperion or other BI and modeling tools

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance.

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