Workforce Planning Analyst

  • St. Louis, MO
  • 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

Square is looking for a Workforce Analyst, Forecasting who is passionate about improving both the internal and external customer experience.  The role will be within our Customer Success Operations team and will be crucial in building tools and strategy to maximize customer satisfaction and improve operational efficiency.

To perform this job successfully, an individual will need to leverage various tools and systems for supply/demand modeling, optimization of schedules and events that support workforce management fundamentals that drive and complement the organizational strategy. 

You will:

  • Be a key thought partner for our operations strategy and direction
  • Participate in weekly/monthly meetings focused on reviewing forecasts, capacity planning, shrinkage review, KPI results, etc. throughout all levels of leadership
  • Possess strong communication and presentation skills as you will meet with all levels of leadership to discuss potential outcomes
  • Be responsible for updating and maintaining statistical info into WFM modeling software
  • Drive operational efficiency within customer success with creative data driven solutions and initiatives
  • Research and quantify enterprise initiatives that impact customer experience and servicing
  • Improve our understanding of organizational performance by providing post analysis on prior days/weeks to determine key drivers and impacts as well as actions to mitigate future risk
  • Monitor and adjust staffing, schedules and activities to ensure proper servicing metrics are achieved

Qualifications

  • 4+ years of WFM or similar analytical experience
  • Prior experience with Workforce Management tools (Teleopti, NICE IEX preferred), or experience with scheduling or analytical software
  • Intellectual curiosity and experience in demand modeling
  • 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
  • Associate’s 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

Preferred

  • 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

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

Square, Inc. (NYSE: SQ) builds tools to empower businesses and individuals to participate in the economy. Sellers use Square to reach buyers online and in person, manage their business, and access financing. Individuals use Cash App to spend, send, store, and invest money. And TIDAL is a global music and entertainment platform that expands Square's purpose of economic empowerment to artists. Square, Inc. has offices in the United States, Canada, Japan, Australia, Ireland, Spain, Norway, and the UK.

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