Workforce Forecasting and Scheduling Manager

The Workforce Forecasting lead is responsible for forecasting and demand management activities associated with both internal and external customers and products globally. This person captures historical trends, manages exceptions, and creates and maintains forecast models incorporating business intelligence and forecast information gathered from sales, marketing, finance, and other sources. 

The Workforce Forecasting Lead will manage a team consisting of forecasters and schedulers. You will oversee team strategy and metrics (KPI) performance, overseeing decisions across infrastructure, personnel, process, and work prioritization. Additionally, this role would represent Forecasting at a senior level within the organization, and be the subject matter expert within the company for Forecasting policies, best practices, and data.

You will:

• Hire and lead the Workforce Forecasting and Scheduling team - You will develop their skills, helping them grow in their roles while ensuring the team provides high-quality work

• Set the Workforce Forecasting team strategy and roadmap in collaboration with the Workforce Analyst team. Contribute to OKRs (goals and essential results), prioritization and sequencing of projects, and ensure important projects are delivered

• Take overall responsibility for achieving the Workforce Forecasting team KPIs (Forecast Accuracy, SLAs, Capacity)

• Manage the forecasting approaches and models both within workforce tools and outside with excel to address specific growth.

• Lead worldwide rollup of forecast deliverables and scheduling

• Contribute to overall channel optimization strategy, including segmentation and redundancy

• Implement a clear line of communication and expectations between Workforce Forecasting and partners

• Contribute to Workforce Management projects. Network Realignment, redundancy, design and reporting realignment,

• Design new processes where needed, and improve existing processes to make the team more efficient and consistent

• Design and present a state of the business address to senior leadership regularly, being able to speak to our strategy, challenges, and influence decisions on workforce and partner-related asks

• Maintain detailed records of call/workload statistics and arrival patterns to maximize forecasting accuracy capability, ensuring cost-effective labor use. +/- 5% forecast accuracy for volume, handle time, and headcount needs

You Have:

• BA/BS degree in an analytical field

• 6+ years of work experience in Workforce Forecasting with 3+ years in a leadership role - hiring and developing great people, and establishing a collaborative and positive team culture

• Understand annual planning cycles, and can contribute to overall strategy development,

• Experience with Workforce Management tools (Teleopti, NICE IEX preferred), or experience with scheduling or analytical software

• Responsibility for delivering on challenging Forecasting KPIs (stretch goals)

• In-depth knowledge of call center statistics and technology

• Experience with statistical forecasting models, such as time series and regression analysis

• Advanced Excel (can perform complex functions)  and/or GSuites skills and ability to build logical forecast models

• Design and present a state of the business address to senior leadership regularly, being able to speak to our strategy, challenges, and influence decisions on workforce and partner-related asks

• Experience with Looker, or similar BI tools

Preferred

• MA degree in an analytical field

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. 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.

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

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.