Workforce Management Analyst

Full-time

Alternate Location: Sydney, Australia

Company Description

Since we first opened our doors in 2009, the world of commerce has evolved immensely – and so has Square. After enabling anyone to take a payment 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, run a busy kitchen, book appointments, engage loyal buyers, and hire and pay staff. And 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 all in one place.

Today, we’re a partner to sellers of all sizes – large, enterprise-scale businesses with complex commerce operations, sellers just starting out, as well as merchants who began selling with Square and have grown larger over time. As our sellers scale, so do our solutions. We all grow together.

There is a massive opportunity in front of us. We’re building a business that is big, meaningful, and lasting. And we are helping sellers around the world do the same.

Job Description

We are looking for a Workforce Management Analyst (WFM) to join our team! Reporting directly to the Global Workforce Management Lead, you will be part of a team who deploys our workforce against volume forecasts to achieve maximum efficiency across phone, email, and back office support. Ultimately, you are passionate about improving both the customer experience and workforce optimization for sellers in Australia.

This role can be based in Melbourne (Where our Square Australia office is located) or on the East Coast of Australia. In this newly created role, you will take ownership for the ANZ market whilst being part of a wider international team

You will:

You will be responsible for the tactical planning, short to medium term schedule adjustment, historical trend analysis to ensure the contact center achieves service levels and goals on a daily, weekly, and monthly basis.
Run staffing scenarios and analyze them to recommend enhancements to staffing and scheduling for coverage and achievement of service level/abandon rate goals.
Identify areas of opportunity to the broader operations and leadership team, implementing process improvements and targeted programs to address problem areas immediately.
Support the Mission Control team with exception processing, ad hoc reporting, forecasting, and intraday management
Monitor daily/weekly/monthly Measurements and trigger escalation procedures when thresholds are reached
Monitor intraday forecast vs. actuals, and adjust queuing, staffing, and schedules throughout the day
Provide intraday reporting to department leadership on Measurements and effect of any escalation procedures.
Provide post-day summary and analysis on prior days to determine main causes and impacts, and actions to mitigate future risk.

Qualifications

You Have:

2 years of WFM experience with skills in Intraday management, Capacity Planning, Scheduling, and Forecasting
Proficiency in compiling and analyzing large amounts of raw data using Excel (can perform complex functions); and experience with Workforce Management tools (NICE IEX)
You can interpret large volumes of quantitative data, find trends/patterns and use them to create action
Intermediate or higher Excel and/or GSuites Skills (e.g. vlookups, pivot tables)
Understanding of call center operations & metrics (AHT, Adherence, Occupancy) and underwriting productivity metrics
A creative and eager mindset, you excel at finding solutions amidst a changing landscape.
You enjoy working remotely across multiple time zones, driving successful outcomes with your work. You remain composed with a high volume of activities
You thrive on building partnerships and credibility at all levels

Additional Information

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, based solely on the core competencies required of the role at hand, and without regard to any 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.

Perks

We want you to be well and thrive. Our global benefits package includes:

Healthcare coverage
Retirement Plans
Employee Stock Purchase Program
Wellness perks
Paid parental leave
Paid time off
Learning and Development resources

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.