Workforce Planning Associate, Forecasting

  • St. Louis, GA
  • Full-time
  • Position open to remote: Yes

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

Square is looking for a Workforce Analyst (Forecasting) who is passionate about improving both the customer experience. You will be within our Customer Success Operations team and will help build tools and strategy to maximize customer satisfaction and improve operational efficiency. To perform this job, you will need to use several tools and systems for supply/demand modeling for optimization of schedules and events that support workforce management fundamentals that improve and complement the organizational strategy. This position, along with the entire Workforce Management team, achieves established Contact Center Service Level goals and indicators on a daily, weekly, and monthly basis.

You will: 

  • Be a partner for our operations strategy and direction
  • Participate in weekly/monthly meetings focused on reviewing forecasts, capacity planning, shrinkage review, and indicator results. throughout all levels of leadership
  • Update statistical info into WFM modeling software
  • Improve operational efficiency within customer success with creative data-driven solutions and projects
  • Research and measure enterprise programs that impact customer experience and servicing
  • Improve our understanding of organizational performance by providing post analysis on prior days/weeks to determine drivers and impacts and actions to avoid future risk
  • Monitor and adjust staffing, schedules and activities to ensure servicing metrics are achieved
  • Analyze large amounts of data to help predict forecasts and drive plans
  • Complete ad hoc analyses about impacts to staffing needs or incoming demand because of potential deviations from historical trends.
  • Can tell a story or drive action/recommendations in a way that is digestible, regardless of the amount of data or inputs that lead into the outcome.

Qualifications

You have: 

  • 4+ years of Workforce Management experience in volume forecasting, and scheduling
  • Experience with NICE IEX Workforce Management
  • Additional experience with scheduling or analytics software
  • 4+ years of experience generating staff planning models
  • In-depth knowledge of fundamental call center metrics such as ASA, ABN, TSF, AHT, Occupancy, and Shrinkage
  • Associate's degree or an equivalent combination of education and experience
  • In-depth experience with Excel (can perform complex functions) and GSuites product

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
  • Paid time off
  • Learning and Development resources