Workforce Management Short-Term Planning Analyst, Cash App
- Full-time
- Alternate Location: St. Louis, United States
Company Description
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and we’ve got offices and remote teammates across the globe. Our offices are great, but 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 to learn more!
Job Description
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.
You will:
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
Qualifications
You have:
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
Additional Information
We will consider for employment qualified applicants with criminal histories in a manner consistent with each office’s corresponding local guidelines.
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.
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
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.