WFM Analyst, Scheduler

  • 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 Workforce Management team is looking for a Workforce scheduler with a passion for customer experience and internal communications to join our Customer Success team 

The ideal candidate has a strong understanding of contact centers and systems and is able to thrive in a fast-paced, constantly evolving, high-volume environment. The successful candidate will maintain a flexible task list and is constantly in tune with all customer facing departments. The Real-time Workforce Scheduler will take ownership of scheduling activities and alignment of demand to produce, maintain and communicate effective work schedules for care and clinical staff. This includes creating optimal schedules with layered off phone activities like training, meetings etc.

You will:

  • Schedule management of Future Schedule Change & Historical Adherence Exception Management for accurate Analysis

  • Monitoring shrinkage, schedule adherence, variance reports of daily traffic volumes, headcount analysis, real time performance

  • Monitors call routing; reviews and provides recommendations for optimal intervals on all real-time non-phone activities (training, meetings, coaching, etc.)

  • Prepare root cause analysis of Service Level performance, staffing and update reasons for aberrations for previous day

  • Identifies course of action or makes recommendations relating to staffing deviations based on observations (Shift Extensions and Overtime offers, Schedule Adjustments, Skill changes).

  • Analyzing forecasted volume and available staff to ensure that staffing is scheduled in the most efficient manner to properly utilize available resources and maintain acceptable service levels

  • Ensuring that optimum service levels / Abandon % target are achieved on a monthly, daily and intraday basis in order to drive up service level consistency performance

  • Executes established Business Continuity procedures in times of unexpected outages and incident management events. (i.e. Unplanned System Outages, Fire, Power failures, etc.)

  • Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.

Qualifications

You Have:

  • 2 years of WFM experience with skills in Intraday management, Capacity Planning, Scheduling, and Forecasting.

  • Proficiency in compiling, analyzing, and summarizing large amounts of raw data using Excel

  • Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables, sumproduct/sumifs functions, etc.)

  • Understanding of call center operations & metrics (i.e., AHT, Adherence, Occupancy, etc.) and underwriting productivity metrics (i.e., throughput, turnaround time, etc)

  • Prior experience with Workforce Management tools (NICE IEX preferred)

  • Intellectual curiosity and experience in demand modeling

  • Associates degree or an equivalent combination of education and experience

  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously

  • Excellent interpersonal skills and integrity with strong customer service skills

  • 4-year college 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
  • Paid time off
  • Learning and Development resources