Workforce Analyst and Strategy Manager

  • Atlanta, GA
  • 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 Customer Success Workforce Strategy & Analysis Lead will manage a team consisting of workforce analysts, real time analysts and workforce system administrators.  You will oversee team strategy and metrics (KPI) performance, overseeing decisions across infrastructure, personnel, process and work prioritization. Additionally, this role would represent WFA at a senior level within the organization, and be the subject matter expert within the company for WFA policies, best practices, and data. We are looking for someone who is Six Sigma certified or trained, and is able to analyze, design and implement process and procedure changes focused on shrinkage, adherence, conformance SLA and occupancy. 

You will:

  • Hire, lead and coach the WFA team - You will develop their skills, enabling them to grow in their roles, while ensuring the team delivers high quality, timely work

  • Take overall responsibility for achieving the WFA team KPIs (RTA accuracy, SLAs, utilization, adherence)

  • Apply standard tools and methodologies in lean, six sigma to re-engineer processes and procedures across WFM

  • Partner with Analytics and Engineering to drive and improve Workforce Management tools and software, including current and future reporting needs and ensure real time availability to leaders and frontline staff

  • Analyse real time performance and provide actionable insights to business partners

  • Responsible for identifying gaps in NICE workforce management tools and building out a robust and fully functional system.

  • Analyze current hours of operation and identify, propose, and drive enhancements based on customer feedback and incoming call patterns

  • Contribute to overall channel optimization strategy, including segmentation and redundancy

  • Implement clear line of communication and expectations between WFA and business partners

  • Contribute/Lead WFM initiatives. Intl. NIce implementation, design and reporting realignment, 

  • Build and nourish relationships with other teams, like Customer Success Advocates and Managers

  • Design new processes where needed, and improve existing processes to make the team more efficient, nimble and consistent

  • Provide oversight of WFA analytics; commission additional work to understand goals and optimization strategies

  • Design and present a state of the business address to senior leadership regularly, being able to speak to our strategy, challenges, and influence decisions on workforce and partner related asks

Qualifications

  • BA/BS degree in an analytical field

  • 6+ years of work experience in Workforce Analytics, with 3+ years in a leadership role - hiring and developing great people, and establishing a collaborative and positive team culture

  • 5+ years contact center WFM management experience in a multi-channel environment

  • Understand  annual planning cycles, and have the ability to contribute to overall strategy and roadmap development,

  • Experience with Workforce Management platforms/software (e.g. NICE IEX, Aspect, Teleopti, Looker and similar BI tools)

  • Project management experience, including structuring a problem, developing a roadmap and timelines, and then experience delivering on schedule

  • Strong analytics and reporting background, with the ability to build scorecards/dashboards independently

  • Identify upstream blockers, prioritize solutions and communicate effectively

  • Six Sigma certification

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