Job Description

The Global Head of Workforce Management (WFM) and Capacity Planning is responsible for ensuring that Customer Success (CS) is equipped to meet our sellers’ support needs by having the right staff in the right place at the right time. In this role, you will lead a global team of both internal and outsourced workforce professionals, ensuring operational excellence in areas such as schedule creation, real time optimization, and near and long term forecasting. You will oversee team strategy and metric performance, owning decisions across infrastructure, personnel, process, and work prioritization. This role would represent WFM at a senior level within the organization and be the expert within the company for strategy, best practices, innovation, and insight. 

You will:

• Coach and mentor a team of Workforce Management Leaders, with a focus on professional development and instilling a sense of pride and empowerment in our work
• Support the vision and strategy for Square’s Workforce program, creating an inspirational and actionable roadmap that answers the question “where are we going and how will we get there?”
• Take ownership of service level (SLA) achievement, ensuring WFM provides strong forecasts, optimized schedules, and real time adherence support, while collaborating with business leaders to identify and escalate non-WFM performance issues that negatively impact service levels 
• Partner with business leaders across the organization to ensure CS’s service strategies are aligned to customer needs and business initiatives, influencing and negotiating on behalf of Customer Success and our sellers when needed
• Establish team OKRs (objectives and key results), decision prioritization and sequencing of projects, and supervise the execution of WFM initiatives
• Identify the optimize the ideal infrastructure for the WFM team (i.e. tools, hardware, etc), carefully considering scale, budget, and functional requirements
• Build, deliver, and oversee an FTE lock file for our partner (BPO) sites 
• Directly contribute to Customer Success’ annual planning process, using your financial acumen to optimize a multi-million dollar P&L

Qualifications

• BA/BS degree in an analytical field, or equivalent experience, with the ability to build scorecards/dashboards independently 
• Expert knowledge of Call Center KPIs, with demonstrated experience delivering top results
• 8+ years leading Workforce Management teams, including leading other leaders, across all WFM functions (capacity planning, RTA, WFA, etc) 
• Expertise with Workforce Management platforms/software (e.g. NICE IEX, Aspect, Teleopti)
• Expertise in contact center forecasting, scheduling and capacity planning, for both internal and and outsourced headcount
• Experience leading annual planning cycles, strategy and roadmap development, target setting and quarterly project prioritization
• Project management experience, including structuring a problem, developing a roadmap and timelines, and then experience delivering on schedule
• Ability to communicate effectively at all levels of the organization, and especially with senior and/or executive leaders