Employee Success Lead
Company: Square
Location: Kansas City
Posted on: June 24, 2022
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Job Description:
Block (previously known as Square) is looking for an *Employee
Success Lead* to spearhead the customer-focused/employee-focused
service delivery within the Global People Operations team. You will
be hands-on and be responsible for customer/employee satisfaction
and stability within the customer/employee life-cycle. You'll need
to partner "horizontally" across multiple teams, understand systems
and data to make logical decisions, and create long-term solutions
that can withstand the test of time and growth. *You will: * * Lead
queue reporting and analytics, queue health and satisfaction,
forecasting, and escalations * Collaborate with misc technical
teams to drive optimization of the rules and flows to ensure
optimum customer experience and business efficiency * Set quarterly
targets for the team to achieve efficiency and improve customer
stability, including creating, establishing, and meeting SLAs and
forecasts, when necessary * Diagnose root problems and recommend
end-to-end solutions * Identify trends through data, conduct
analyses, and propose and implement systematic operational
solutions across multiple People data-related matters and processes
(i.e., process improvement) * Propose and drive future
services/tools/products in a way that are effective and efficient
for the broader team * Work with other People Ops Leads to help
implement future technologies/services/tools to improve operational
effectiveness, compliance and reporting, enablers for HR processes
* Analyze real-time workload requirements and contact routing to
manage performance to service level requirements and maximize
utilization of resources to meet targeted SLAs * Drive queue
management best practice initiatives globally and across
workstreams (e.g. messaging routing trigger and routing creation,
queue management maintenance, and updates) * Support and consult on
development of channel performance dashboards and alarms *
Facilitate global team performance reviews with support leadership,
provide thought leadership and develop metrics/tools to assist with
day-to-day coaching of the team * Identify opportunities for
improving support staffing, both offshore and onshore, external and
in-house * Lead a team of Scaled/Query Support People Operations
specialists Were 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, 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 were 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 / 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./
Keywords: Square, Kansas City , Employee Success Lead, Other , Kansas City, Kansas
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