Workforce Forecasting and Scheduling Manager

  • Full-time
  • Alternate Location: San Francisco, United States

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together. So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

The Workforce Forecasting lead is responsible for forecasting and demand management activities associated with both internal and external customers and products globally. This person captures historical trends, manages exceptions, and creates and maintains forecast models incorporating business intelligence and forecast information gathered from sales, marketing, finance, and other sources. 

The Workforce Forecasting Lead will manage a team consisting of forecasters and schedulers. You will oversee team strategy and metrics (KPI) performance, overseeing decisions across infrastructure, personnel, process, and work prioritization. Additionally, this role would represent Forecasting at a senior level within the organization, and be the subject matter expert within the company for Forecasting policies, best practices, and data.

 

Qualifications

You will:

  • Hire and lead the Workforce Forecasting and Scheduling team - You will develop their skills, helping them grow in their roles while ensuring the team provides high-quality work

  • Set the Workforce Forecasting team strategy and roadmap in collaboration with the Workforce Analyst team. Contribute to OKRs (goals and essential results), prioritization and sequencing of projects, and ensure important projects are delivered

  • Take overall responsibility for achieving the Workforce Forecasting team KPIs (Forecast Accuracy, SLAs, Capacity)

  • Manage the forecasting approaches and models both within workforce tools and outside with excel to address specific growth.

  • Lead worldwide rollup of forecast deliverables and scheduling

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

  • Implement a clear line of communication and expectations between Workforce Forecasting and partners

  • Contribute to Workforce Management projects. Network Realignment, redundancy, design and reporting realignment,

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

  • 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

  • Maintain detailed records of call/workload statistics and arrival patterns to maximize forecasting accuracy capability, ensuring cost-effective labor use. +/- 5% forecast accuracy for volume, handle time, and headcount needs

You Have:

  • BA/BS degree in an analytical field

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

  • Understand annual planning cycles, and can contribute to overall strategy development,

  • Experience with Workforce Management tools (Teleopti, NICE IEX preferred), or experience with scheduling or analytical software

  • Responsibility for delivering on challenging Forecasting KPIs (stretch goals)

  • In-depth knowledge of call center statistics and technology

  • Experience with statistical forecasting models, such as time series and regression analysis

  • Advanced Excel (can perform complex functions)  and/or GSuites skills and ability to build logical forecast models

  • 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

  • Experience with Looker, or similar BI tools

Preferred

  • MA degree in an analytical field

Additional Information

We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Square is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class. 

We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page

Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.

Perks

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

Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD54566975, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD54566975 is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.

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