Afterpay is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free⁵ for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world’s favorite retailers and more than 19 million active customers have adopted the service.

Afterpay is currently available in Australia, Canada, New Zealand, the United States and the United Kingdom, France, Italy and Spain, where it is known as Clearpay. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is a wholly owned subsidiary of Block, Inc. (NYSE: SQ).

The purpose of the Workforce Planning Regional lead is to support and assist to ensure all  front line operations teams deliver Service Excellence by achieving their goals and targets, some not all being AHT, ASA and SL metrics in a contact center environment.

The Workforce Planning Regional lead is an exciting and fast paced role, in a growing fintech company.  The successful candidate will ensure strong service delivery across both our digital and voice channels by monitoring and evaluating the performance of others. 

With exceptional analytical and planning skills you will drive continual improvement across everything we do; monitoring and evaluating customer experience to reduce variance in experience, preparation of short/mid and long range plans, foster a strong partnership with internal stakeholders and external suppliers alike to further build the Afterpay way across the globe.

Commercial acumen is part of your make up, enabling you to track, measure, recommend and execute improvements through data and reporting insights. A key indicator of success is increased efficiency across operations

You will:

• You will establish and maintain strong supplier delivery / accountability for performance through a variety of outsource partners’ such as Customer Service, Service Excellence, Finance, Risk teams, Functional leads and Third party suppliers

• Build, implement and manage workforce plans to support the global operation catering to our inhouse and outsourced partnerships

• Provide short /mid and long-range plans to ensure on budget delivery of workforce teams to continually excel in Service Delivery.

• Maintain and monitor our core WFM tool Playvox to identify and rectify any Realtime alarms, out of adherence, staff not logged out or leave not applied to the roster, moving staff from voice to digital and/or work on other areas of work that require to be kept in an SLA timeframe.

• A strong understanding of quality levers, the ability to dissect performance trends and transfer insights into actionable execution plans. 

• Drive Great results from Front line staff and Team Leaders by ensuring that we have the right people in the right place doing the right thing at the right time.

• Lead a small team of Real time analysts and schedules to achieve optimized rosters for the workforce

• Drive and lead conversations with BPO’s for hiring, attrition and capacity planning conversations.

• Drive and lead conversations with the finance partner to deliver under budget headcounts while maintaining Service levels in the contact centre.

• Lead a team to ensure all metrics and targets are reported on and deep drives completed.

• Drive and lead to ensure all training requests are actioned.

• Support the contact centres during BCP and help drive strong processes and improvements during and after BCP.

• Lead a team to have accurate rosters and leave requests processed and within budget targets

• Drive recommendations for the business on headcount and staffing levels

• 5+ years’ experience as a senior Workforce Planner with 3+ years’ experience as a leader in Workforce Planning

• Working in a contact centre environment for a Financial Institution

• Working remotely and your team and not in the same country

• Working with BPO’s and onshore and offshore staffing.

• Head count requirements and capacity planning 2+ years

• Possess strong presentation, communication, ability to demonstrate sound reasoning and judgement. Ultimately is team oriented. 

• Ability to exercise discretion and independent decision-making.

• Strong ability to multi-task and work under time constraints to meet project deadlines.

• Excellent attention to detail and accuracy

• Strong communication skills, both written

• Strong facilitation and negotiation skills at all levels of the Organization

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. Block 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 TBD, 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. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.