Workforce Management Analyst

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams - People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more - provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.
The Role
We are looking for an experienced Workforce Management Analyst that has the ability to work closely with Data teams to help develop, support, and lead collaboration on metric hygiene, informative dashboards, metric and insight reporting, management of canonical tables used by Workforce Management teams. You will act as a liaison between WFM and cross functional teams managing a shared understanding of WFM terminology, metrics definitions and calculations, and responsible for maintaining critical flows of data into and out of the Workforce Management process. You will collaborate with peers leading these core functions, and report to the Global Workforce Management Lead for Customer Operations.
You Will

• Work as a Workforce Management Analyst supporting large contact/support centers with experience in Real Time Management, Scheduling, Short/Long term planning.
• Utilize your strong understanding of Workforce Management Terminology, metrics definitions, and calculations.
• Partner with different groups with the Workforce Management team to understand data analytical needs
• Cross functionally engage with Data Science teams on providing Dashboards and Data Tables to be used for WFM functional Analysis and business reviews
• Assist and or lead Ad-hoc data analysis queries to support short and long term projects
• Lead projects to create daily dashboard reporting for team leaders and managers, enhancing performance management and alert/case routing at the analyst level.
• Collaborate with cross-functional teams, including Product, Finance, and Compliance Analytics, to develop strategic workforce management solutions and improve forecasting models.
• Use statistical methodologies and BI tools to analyze performance trends and drive data-informed decision-making.
• Present insights to senior and executive management, ensuring timely escalation of resourcing shortfalls based on forecasting.
• Participate in peer to peer development with WFM teammates.

You Have

• 4+ years of experience in Workforce Management roles supporting large-scale contact or support centers, with deep exposure to real-time management, scheduling, and capacity planning.
• Expert understanding of WFM metrics and processes, with the ability to define, calculate, and clearly articulate metric methodologies, assumptions, and implications.
• Proficiency in SQL, with the ability to independently query, validate, and manipulate data to support performance reporting, dashboard development, and exploratory analysis.
• Experience using BI tools (e.g., Tableau, Looker, PowerBI) to build intuitive dashboards and surface key insights for operations and leadership teams.
• Working knowledge of statistical techniques and forecasting methods, with experience comparing model inputs vs. actual outcomes and providing clear explanations for variances.
• Advanced spreadsheet skills (Google Sheets / Excel), with a track record of building flexible models and tools that support scenario planning and business reviews.
• Strong ownership of reporting and insights-you don't just surface numbers; you help explain what they mean, why they changed, and what to do next.
• Excellent written reasoning and communication skills. You can break down complex data into clear narratives, craft compelling reports and presentations, and influence stakeholders at all levels with structured, persuasive arguments.
• Demonstrated experience partnering across technical and operational teams to align on data definitions, develop canonical datasets, and drive strategic decisions through accurate, trusted reporting.

Even Better

• Advanced statistical modeling using R or Python
• Background in data-science

Technologies We Use and Teach

• NICE
• Assembled
• Tableau
• Looker
• Power BI
• Verint

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, based solely on the core competencies required of the role at hand, and without regard to any 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 an inclusive workplace? Check out our Inclusion & Diversity page
Full-time employee benefits include the following:

• 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

These benefits are further detailed in Block's policies. This role is also eligible to participate in Block's equity plan subject to the terms of the applicable plans and policies, and may be eligible for a sign-on bonus. Sales roles may be eligible to participate in a commission plan subject to the terms of the applicable plans and policies. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
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.