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.

Square is looking for a Forecasting and Scheduling 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 for supply/demand modeling, optimization of schedules and events that support workforce management fundamentals that drive and complement the organizational strategy.

You will:

• Be a key thought partner for our operations strategy and direction

• Drive operational efficiency within customer success with creative data driven solutions and initiatives

• Research and quantify enterprise initiatives that impact customer experience and servicing

• Improve our understanding of organizational performance by providing post analysis on prior days/weeks to determine key drivers and impacts as well as actions to mitigate future risk

• Demonstrate professional behavior, teamwork, punctuality and dependability while adhering to company policies and procedures

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

You Have:

• Intellectual curiosity

• Experience in demand modeling

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

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

• Strong attention to detail

• Excel and spreadsheet oriented

• Excellent interpersonal skills and integrity with strong customer service skills

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

• Working knowledge or interest in learning SQL, Looker, Hyperion or other BI and modeling tools

• In-depth knowledge of call center statistics and technology

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.