Workforce Management Planning Analyst

SquareUp

SquareUp

IT
Dublin, Ireland
Posted on Friday, May 24, 2024

Company Description

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments 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, offer buy now, pay later functionality through Afterpay, book appointments, engage loyal buyers, and hire and pay staff. 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 in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

Job Description

Square is looking for a Workforce Management Planning Analyst who is passionate about improving both the internal and external customer experience. Your expertise and contributions will be focused on building insights, and strategy to maximise customer satisfaction and improve operational efficiency.

To perform this job successfully, you will leverage various tools and systems for supply/demand modelling. Reporting to the Workforce Forecasting and Scheduling Manager, this role offers remote working opportunities within the Republic of Ireland.

You Will:

  • Drive weekly/monthly meetings focused on reviewing capacity plans, overarching staffing strategy, and comparative analysis between actual and projected performance to influence operational action

  • Draft concise business case documents and drive for consensus with all levels of leadership, spanning budgetary impacts, service performance, and staffing strategy

  • Contribute to preserving data integrity across multiple contact center systems, keenly focused on validation and precision of data used for capacity planning

  • Drive initiatives with a high degree of autonomy and minimal prescription of method

  • Research and quantify enterprise initiatives that impact customer experience and service delivery

  • Improve Square’s overall understanding of Workforce Management philosophy and methodologies to aid and improve operational performance of cross-functional partners

  • Interpret and analyse large amounts of data to help predict forecasts and drive initiatives

  • Focus on automation of manual WFM processes, and supporting leadership through value and effort optimisations for day-to-day work

  • Complete ad hoc what-if analyses to quantify impacts to staffing needs resulting from projects, initiatives and changes to the business

  • Be able to tell a story or drive action/recommendations in a way that is digestible, regardless of the amount of data or inputs that lead into the outcome

Qualifications

You Have:

  • Advanced knowledge of forecasting principles and practices, with a proven track record of driving improvements in planning precision in previous roles

  • 3+ years experience using common forecasting tools beyond Excel/GSheets such as R or Python

  • 4+ years of Workforce Management experience, +2 of which is focused forecasting, capacity planning, and staffing strategy

  • Bachelor’s Degree, preferably in computer science, statistics, or other mathematical focus, or equivalent combination of education and experience

  • Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously

  • Intermediate or expert knowledge of SQL, Looker, Hyperion or other BI and modeling tools, with a proven track record of tool usage in a Workforce Management focus

  • Excellent interpersonal skills and integrity, and high degree of comfort working in challenging group situations

  • Strong organisational skills and the ability to decide prioritisation of work based on scoped impact and effort

  • Intermediate level knowledge of NICE IEX Workforce Management software, specifically focused on forecasting and planning

  • Experience drafting written business cases, executive summaries and contextual documentation that persuades decision-making by clearly articulating logic and reasoning for positions

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.