It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.

Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

Check out our locations, benefits, and more at cash.app/careers.

The Role:

The WFO Resource Planning & Scheduling Analyst plays a crucial role in Cash App's Customer Contact Operations, ensuring smooth staffing execution and exceptional service levels. You'll combine expertise in short-term forecasting and scheduling, partnering with various teams to provide clear visibility into staffing needs for the next six weeks.

What you'll do:

• Develop accurate short-term staffing forecasts using data-driven insights on demand patterns, efficiency, and potential challenges.

• Partner with the Long-Term Planning and Vendor leadership teams to effectively integrate new initiatives, business workflow changes, and current trends into our immediate forecasting strategies.

• Create and optimize staffing schedules to ensure sufficient coverage across various shifts, balancing the needs of the business with employee preferences and constraints.

• Collaborate with Operations, Vendor Leadership, and other teams to understand and incorporate business initiatives, special events, and other factors affecting short term staffing and performance

• Manage agent scheduling, including shift bids, holiday planning, and time-off requests.

• Ensure that schedule information in the Workforce Management system is meticulously maintained for accuracy and completeness.

• Analyze schedule gaps, optimize staffing resources, and plan offline activities to meet service level targets.

• Develop and present insightful reports that provide a comprehensive analysis of weekly and monthly scheduling performance, including efficiency, shrinkage, and coverage, along with remediation plans for any identified challenges.

We're looking for someone who:

• Has 5+ years of experience in short-term forecasting, scheduling in a multi-channel contact center environment, including experience forecasting and scheduling for back-office teams.

• Provide oversight and analysis of vendor schedule performance to ensure efficient staffing

• Thrives in a fast-paced environment and enjoys tackling complex challenges with strategic thinking and analytical skills.

• Has expert level knowledge of scheduling with the ability to build schedules manually

• Can tell meaningful, actionable, and valuable data stories to Senior C-suite level executives

• Possesses excellent interpersonal skills, integrity, and a strong customer service mindset.

• Demonstrates a passion for continuous learning and thrives in both independent and collaborative settings.

• Has basic proficiency in GSuite (Docs, Sheets, Calendar, Gmail), Slack, MS Office (Excel), and Workforce Management software.

A bonus if you have:

• Working knowledge of SQL, data visualization tools like Tableau or Looker, and business intelligence tools like Microsoft BI or modeling tools.

• The ability to work a flexible schedule that may adjust to meet the needs of our 24/7 operation.

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 the candidate's work location and may be may be modified in the future.

Zone A: USD $111,200
Zone B: USD $103,450
Zone C: USD $94,550
Zone D: USD $83,450

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 

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.

We’ve noticed a rise in recruiting impersonations across the industry, where individuals are sending fake job offer emails. Contact from any of our recruiters or employees will always come from an email address ending with @block.xyz, @squareup.com, @tidal.com, or @afterpay.com, @clearpay.co.uk.

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.

While there is no specific deadline to apply for this role, on average, U.S. open roles are posted for 70 days before being filled by a successful candidate.