Workforce Planning Associate, Scheduler

Full-time

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 scheduler with a passion for customer experience and internal communications to join our Customer Success team You understand contact centers and systems. You will maintain a flexible task list and be constantly in tune with all customer-facing departments. The Real-time Workforce Scheduler will take ownership of scheduling activities and understanding of demand to maintain work schedules for care and clinical staff. This includes creating schedules with layered off phone activities like training and meetings.

You will:

Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis
Monitor shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real-time performance
Monitor call routing; reviews and provide recommendations for intervals on all real-time non-phone activities (training, meetings, and coaching)
Prepare root cause analysis of Service Level performance, staffing and update reasons for aberrations for previous day
Identify course of action or make recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).
Analyze forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to use available resources and maintain acceptable service levels
Ensure that optimum service levels / Abandon % target are achieved on a monthly, daily and intraday basis to improve service level consistency performance
Implement established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. unplanned system outages, fire, and power failures)
Assume and perform other responsibilities not specifically outlined herein, but which are logically inherent to the position.

Qualifications

You have:

2years of WFM experience with skills in Intraday management, Capacity Planning, Scheduling, and Forecasting.
Proficiency in analyzing and summarizing large amounts of raw data using Excel
Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables, and sum product/sumifs functions)
Understanding of call center operations & metrics (i.e., AHT, adherence, and occupancy) and underwriting productivity metrics (i.e., throughput, turnaround time)E
Experience with Workforce Management tools (NICE IEX preferred)
Experience in demand modeling
Associates degree or an equivalent combination of education and experience
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
Paid time off
Learning and Development resources