Workforce Management Short-Term Planning Analyst, Cash App
- Portland, OR, USA
- Alternate Location: St. Louis, United States
Loved by customers and pop culture, we’ve consistently held the top spot for finance in the App Store for many years, seeing more engagement with millions of followers across social media in a day than most brands see in a year. We are building an ecosystem to redefine the world’s relationship with money by making it universally accessible.
We want to hire the best talent regardless of location. Our employment model is distributed, offering the opportunity to collaborate with teams across the world in San Francisco, New York, St. Louis, Portland, Toronto, Kitchener-Waterloo, Sydney, and Melbourne.
Interested in learning more?
The Cash Customer Operations Short-Term Planning (STP) Analyst role combines two essential Workforce Management functions (Short Term Forecasting and Scheduling). Partnering with the Long Term Planning(LTP) team, Operations team leads, and Workforce Management lead, the STP Analyst will enable Cash Customer Operations visibility into projected staffing and service level expectations along the short term planning time horizon. This role will have ownership of the weekly Short-Term Planning Sync strategy session as well as the creation of the short-term staffing over-under.
Develop short-term interval level staffing forecasts using latest incoming volume demand patterns, shrinkage, and schedule efficiency assumptions
Partner with Long-Term Forecasting team to incorporate new initiative demand impacts into Short-Term Forecast
Administer Advocate (agent) shift bid, Holiday and Time off planning for identified lines of business
Maintain Advocate schedule data in Workforce Management Software
Analyze schedule gaps, and optimizing staffing resources, scheduling offline activities maintaining service level targets
Create Weekly and Monthly schedule efficiency reporting, measuring scheduled occupancy and Schedule quality
Creation of the Weekly Staffing over-under, providing PTO, OT, VTO recommendations to maintain schedule efficiency
Partner with Learning & Development team to deliver Workforce Management policy and process training to new hire onboarding classes
Identify areas of opportunity and concern to the broader operations and leadership team, implementing process improvement and targeted programs to address problem areas immediately
Experience: 2+ years working as a Short-Term Forecaster and/or Scheduling Analyst in a multi-skill, multi-channel contact center
Traits: Strategic planning, problem-solving, analytical skills and the ability to balance multiple tasks simultaneously. Excellent interpersonal skills and integrity with strong customer service skills
Abilities: Strong intellectual curiosity, and the ability to work both independently and as a team to provide solutions to complex problems
Tools: Experience and interest in using GSuite products (Docs, Sheets, Calendar, Gmail), Slack, MS Office (specifically Excel), and WFM software (e.g. Teleopti, Avaya, NICE, Aspect)
Schedule: Willing and able to work a flexible shift, which may at times change to meet the operational needs of a 24/7 operation
School: 4-year college degree with a major in an analytical or technical field or equivalent combination of education and experience preferred
Working knowledge or desire to learn SQL, Tableau, Hyperion or other BI and modeling tools are preferred
We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines.