Workforce Planning, Forecasting

  • Full-time

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments 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, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. 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 in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

Square is looking for a Workforce Analyst (Forecasting) who is passionate about improving both the internal and external customer experience.  You 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, you will need to leverage various tools and systems for supply/demand modeling for optimization of schedules and events that support workforce management fundamentals that drive and complement the organizational strategy. This position, along with the entire Workforce Management team, is responsible for achievement of established Contact Center Service Level goals and key indicators on a daily, weekly, and monthly basis.

You will:

  • Be a key thought partner for our operations strategy and direction
  • Participate and drive conversations and action in weekly/monthly meetings focused on reviewing forecasts, capacity planning, shrinkage, KPI results, etc. throughout all levels of leadership
  • Communicate verbally and in writing of technical documents with all levels of leadership to discuss potential outcomes including budgetary impacts, service performance drivers and staffing
  • Be responsible for updating and maintaining statistical inputs to WFM modeling software
  • Drive with a high degree of autonomy the operational efficiency within customer success through creative data driven solutions and initiatives
  • Research and quantify enterprise initiatives that impact customer experience and service delivery
  • Improve our understanding of organizational performance by providing analysis on prior days/weeks to determine key drivers and impacts as well as actions to mitigate future risk
  • Monitor and adjust staffing, recommend improvements and initiatives that ensure proper servicing metrics are achieved
  • Interpret and analyze large amounts of data to help predict forecasts and drive initiatives
  • Complete ad hoc what-if analyses to quantify impacts to staffing needs resulting from projects, initiatives and changes to the business
  • Be able to tell a story or drive action/recommendations in a way that is digestible, regardless of the amount of data or inputs that lead into the outcome


You Have:

  • Advanced knowledge of forecasting principles and practices
  • 2+ years experience using common forecasting tools beyond Excel/Gsheets such as R or Python 
  • 2+ years of Workforce Management experience in volume forecasting and capacity planning
  • Expertise in WFM concepts and metrics: occupancy drivers, shrinkages, ASA, ABN, SLA, AHT
  • 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
  • In-depth experience with Excel or GSuites products
  • Excellent interpersonal skills and integrity with strong customer service skills
  • Strong organizational skills and the ability to prioritize work based on a framework 
  • Experience using common Workforce Management tools (NICE, Aspect, Genesys, etc.)


  • Expert level knowledge of NICE IEX Workforce Management software
  • Bachelor's degree with a major in analytical or technical field
  • Working knowledge of SQL, Looker, Hyperion or other BI and modeling tools
  • Experience drafting written business cases, executive summaries and contextual documentation that persuades decision-making by clearly articulating logic and reasoning for positions

Additional Information

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

Zone A: USD $114,200 - USD $139,600
Zone B: USD $106,200 - USD $129,800
Zone C: USD $97,100 - USD $118,700
Zone D: USD $85,700 - USD $104,700

To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Full-time employee benefits include the following:

  • Healthcare coverage (Medical, Vision and Dental insurance)
  • Health Savings Account and Flexible Spending Account
  • Retirement Plans including company match 
  • Employee Stock Purchase Program
  • Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
  • Paid parental and caregiving leave
  • Paid time off (including 12 paid holidays)
  • Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees) 
  • Learning and Development resources
  • Paid Life insurance, AD&D, and disability benefits 
  • Additional Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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.


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.

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