200+ applicants
Cash App · 4 days ago
Senior WFO Resource Capacity Planning Analyst
Kansas City, MO
Full-time
Remote
Senior Level
$86K/yr - $130K/yr
5+ years exp
Wonder how qualified you are to the job?
Maximize your interview chancesFinancial Services
Insider Connection @Cash App
Responsibilities
Develop and implement long-term resource capacity plans, considering historical data, BPO contract fluctuations, as well as long & short-term business objectives
Leverage data analysis skills to develop strategic scenario plans for critical business initiatives, even when faced with ambiguous or limited data sets
Develop analytical reports to aid WFO success in forecast modeling, WFO KPI tracking, ad hoc planning, and insight investigations
Analyze resource requirements and capacity constraints for both internal and BPO operations, identifying opportunities/insights and recommending solutions that optimize resource allocation
Collaborate with BPO and internal teams to develop efficient scheduling strategies that ensure optimal resource utilization and support accurate BPO billing
Monitor and track key performance indicators (KPIs) related to resource capacity and financial performance, identifying areas for improvement and recommending strategic adjustments to internal processes and BPO service delivery
Stay up-to-date on industry best practices in WFM and BPO integration, applying them to enhance overall resource management and financial optimization
Generate reports and presentations to communicate resource capacity planning data and financial insights to stakeholders, including BPO partners, finance teams, and senior leadership
Partner with cross-functional teams (e.g., Operations, Finance, BPO) to ensure alignment and address resource capacity challenges, both internally and in conjunction with our BPO provider
Qualification
Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.
Required
Minimum 5+ years of experience specifically with Resource Capacity planning in a high volume multi-channel contact center, a strong track record of success in supporting multi-site and Multi BPO partnerships
Proven ability to analyze complex data sets, translate insights into actionable recommendations, and support financial analysis implications for scenario & initiative based planning
Strong understanding of long-term capacity planning principles and their application in optimizing resource allocation
Excellent communication and collaboration skills, with the ability to build strong relationships with internal and external partners (BPO team, finance)
Proven ability to handle multiple high priority projects simultaneously while driving support continuity
Excellent time management and organizational skills
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint)
Proficient with G-Suite (Docs, Sheets, Slides)
Experience with WFM software (e.g. NICE, Verint, Assembled) a plus
Working knowledge of SQL, data visualization tools like Tableau or Looker, and business intelligence tools like Microsoft BI or modeling tools
Preferred
The ability to work a flexible schedule that may adjust to meet the needs of our 24/7 operation
Benefits
Healthcare coverage (Medical, Vision and Dental insurance)
Health Savings Account and Flexible Spending Account
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 (including 12 paid holidays)
Paid sick leave (1 hour per 26 hours worked (max 80 hours per calendar year to the extent legally permissible) for non-exempt employees and covered by our Flexible Time Off policy for exempt employees)
Learning and Development resources
Paid Life insurance, AD&D, and disability benefits
Company
Cash App
Cash App is the fastest growing financial brand in the world. It is a sub-organization of Block.
1,001-5,000 employees
H1B Sponsorship
Cash App has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Trends of Total Sponsorships
2023 (172)
2022 (350)
2021 (22)
Funding
Current Stage
Early StageTotal Funding
$10M2018-04-04Pre Seed· $10M
Leadership Team
Adrian Pittman
Head of Financial Services Design
Laurence Aderemi
Crypto Operations Lead
Recent News
Payments Dive
2024-06-04
Payments Dive
2024-05-27
Payments Dive
2024-05-24
Company data provided by crunchbase
