Workforce Management Scheduling Analyst

Company Description

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible. This is our mission, and it’s why working at Cash App means so much more than a job. Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and 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!

Job Description

The Cash Customer Operations Short-Term Planning Scheduler (STPS) role is focused on schedule development and management that will effectively align with staffing requirements given by short term forecasting and deliver staffing levels that consistently achieve service level and response projections. Partnering with the Real-Time Management team, the Short and Long term forecasting teams, Operations team leads, and Workforce Management leads. The STPS Analyst will enable Cash Customer Operations visibility into projected staffing and service level expectations within the short term planning cycle. This role will have ownership of shift bidding process, schedule administration, shrinkage planning, the Short-Term Planning Sync strategy session for assigned business segments as well as the creation of the short-term staffing over-under. 

 You will:

• Deliver Weekly Staffing plans to the assigned business segment via weekly meetings that detail the previously actual staffed vs projected staffing 
• Partner with short-Term Forecasting team to align staffing requirements with schedules
• Publish Schedules weekly within the 6 week planning period
• 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
• Schedule, reschedule, and optimize team meetings, one on ones, training, and various other non-recurring or ad hoc activities.
• Manage non-productive time request process, ensuring activities are planned with minimal impact to service level/advocate response time
• 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

• Experience: 2+ years working as a Scheduling Analyst or Real Time Management 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

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on the candidate's work location and may be may be modified in the future. Zone A: USD $93,300 Zone B: USD $86,700 Zone C: USD $79,100 Zone D: USD $69,200 To find a location’s zone designation, please refer to this resource. If a location of interest is not listed, please speak with a recruiter for additional information. 

Benefits include the following:

• Healthcare coverage
• Retirement Plans including company match 
• Employee Stock Purchase Program
• Wellness programs, including access to mental health, 1:1 financial planners, and a monthly wellness allowance 
• Paid parental and caregiving leave
• Paid time off
• Learning and Development resources
• Paid Life insurance, AD&D. and disability benefits 
• Perks such as WFH reimbursements and free access to caregiving, legal, and discounted resources 

This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

US and Canada EEOC Statement

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, 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. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.  Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.