Workforce Management - Real Time Analyst

  • St. Louis, MO
  • Full-time

Company Description

We believe the economy is better when everyone has access. When everyone has room to grow. No one should be left out because the cost is too great or the technology too complex. We started with a little white credit card reader but haven’t stopped there. 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. 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

You need:

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

  • Strong intellectual curiosity

  • 4-year college degree with major in an analytical or technical field 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 interpersonal skills and integrity with strong customer service skills

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

Preferred:

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

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

Additional Information

At Square, our purpose is to empower – within and outside of our walls. In order to build the best tools for the businesses and customers we support all over the world, we have to start at home with a workforce as diverse and empowered as our sellers. To this end, we take great care to evaluate all employees and job applicants equally, based on merit, competence, and qualifications. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other characteristic protected by law. We encourage candidates from all backgrounds to apply and always consider qualified applicants with arrest and conviction records, in accordance with the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)squareup.com. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.