Workforce Analyst, Customer Success

  • St. Louis, MO
  • Full-time
  • Alternate Location: Scottsdale, United States
  • Current Square Employee?: Apply via go/jobs

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

The Workforce Management team is looking for a Workforce Analyst with a passion for customer experience and internal communications to join our Customer Success team.  Workforce Analyst keep our operations running smoothly by managing and acting in real-time to correct issues, processes or behaviors which may affect them. They use various tools and systems to monitor live, real-time queues and team member adherence from daily and minute by minute to ensure service level and response time goals are met, schedules are optimized, and our organizational strategy is successful.

*This role can sit in STL, ATL or SDL

*Shift 11-8pm CDT, 9am-6pm PDT

You will:

  • Monitor Customer Success operations and performance indicators in real-time at an interval level: inbound contact volumes, handle times, queue staffing, and contact center agent availability and adherence.
  • Identify areas of opportunity and concern to the broader operations and leadership team, implementing process improvement and targeted programs to address problem areas immediately.
  • Monitor intraday forecast vs. actuals, and adjust queuing, staffing, and schedules throughout the day.
  • Provide post-day summary and analysis on prior days to determine main drivers and impacts, and actions to reduce future risk.
  • Provide incident and outage response support, and immediately escalate any potential issues leading to variance from forecast.
  • Provide communication to and from Operations and other support departments for escalation of service-impacting issues.

Qualifications

You have:

  • a minimum of 2+ years of Workforce Management forecasting experience
  • Experience with Workforce Management tools (NICE IEX preferred)
  • Experience in demand modeling
  • In-depth knowledge of call center statistics and technology
  • Associates degree or an equivalent combination of education and experience
  • Strategic planning
  • In-depth experience with Microsoft- Excel (can perform complex functions) or G-Suites product

 

  • Preferred Bachelor's degree with a major in analytical or technical field
  • Working knowledge or interest in learning SQL, Looker, 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. 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.

Perks

At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources