The Cash Workforce Management team is a critical operations support team charged with supporting the rapidly growing Cash Customer Operations organization. Combining accurate staffing and demand forecasts with staffing optimization best practices, the Workforce Management team enables our operations counterparts to deliver and meet our turnaround and response time goals. As the WFM team is a key strategic partner, we seek to guide and influence how our Advocate team’s production hours are utilized and the needs of both our external and internal customers are being met. 

• Monitor Cash App operations and performance indicators in real-time at an interval level: inbound contact volumes, average handle times, queue staffing, and contact center agent availability and adherence.

• Monitor intraday forecast vs. actuals, adjust queuing, staffing, and schedules throughout the day, as required.

• Provide post-day summary and analysis on prior days to determine key drivers and impacts, as well as actions to mitigate future risk.

• Provide incident and outage response support, and immediately escalate any potential issues leading to variance from forecast.

• Provide communication to and from Operations and other support departments for escalation of service-impacting issues.

• Identify areas of opportunity and concern to the broader operations and leadership team, implementing process improvement and targeted programs to address problem areas immediately.

• 2+ years experience utilizing Workforce Management products (Teleopti, Avaya, NICE, Aspect) and working in a Workforce Analyst role.

• Experience managing real-time operations and making adjustments in real time.

• Experience in a contact center environment with knowledge of common contact center statistics and technology.  

• Experience and interest in using GSuite products (Docs, Sheets, Calendar, Gmail), Slack, MS Office (specifically Excel)

• BS/BA Preferred with a major in an analytical or technical field or equivalent combination of education and experience

• Working knowledge of SQL, Tableau, Hyperion or other BI and modeling tools.

Working Shift:

6am-3pm EST (Tuesday - Saturday)
3pm-12pm EST (Tuesday - Saturday)

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.