Workforce Management: Real-Time Analyst

Job at Cash App

$40k-120k

Remote

Full time

About the job

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 app, bringing a better way to send, spend, invest, borrow and save to our millions of monthly active users. With a mission to redefine the world's relationship with money by making it more relatable, instantly available and universally accessible, at Cash App you'll have the opportunity to make a real-world impact with your career.

Today, Cash App has thousands of employees around the world with a culture geared toward creativity, collaboration and impact. We’ve been a distributed team since day one, and continue to value working across time zones and continents both remotely and in our Cash App offices.

Our offices are great, but many of our roles can be done remotely from the countries where Block operates. We tailor our experience to champion our employees’ creativity and productivity wherever they are.

Check out our locations, benefits and more at cash.app/careers.

Job Description 

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.

Qualifications

  • Two+ 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).
  • Working knowledge of SQL, Tableau, Hyperion or other BI and modeling tools.
  • Must be able to work the closing shift from 12:00pm - 9:00pm PST subject to change

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, 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.

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.

Company: Cash App

Website: https://cash.app/

Skills: analystanalystmanagementoperationsremote

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