Senior WFO Resource Capacity Planning Analyst, Cash App

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/Clearpay, 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.

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

This critical role focuses on BPO support, where you'll leverage your WFM expertise to ensure long-term resource alignment and financial optimization for both internal and external teams. You'll play a key role in developing strategic plans that support efficient BPO service delivery and maximize resource utilization across the board.

What you'll do:

• 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.

• Developing 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 …