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GoPay WFM Program Manager in Shanghai at PayPal

Date Posted: 2/20/2021

Job Snapshot

Job Description

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal (NASDAQ: PYPL) is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. Our open digital payments platform gives PayPal’s 375 million active account holders the confidence to connect and transact in new and powerful ways, whether they are online, on a mobile device, in an app, or in person. Through a combination of technological innovation and strategic partnerships, PayPal creates better ways to manage and move money, and offers choice and flexibility when sending payments, paying or getting paid. Available in more than 200 markets around the world, the PayPal platform, including Braintree, Venmo and Xoom enables consumers and merchants to receive money in more than 100 currencies, withdraw funds in 56 currencies and hold balances in their PayPal accounts in 25 currencies.

PRIMARY JOB RESPONSIBILITIES AND DUTIES The WFM PM will act as the liaison between Gopay and Paypal Global WFM team to implement the WFM support and process in GoPay, while leveraging the WFM global resource if needed. Responsibilities includes scheduling, long term and short-term forecasting based on current Avaya CMS system and future WFM tools and routing systems. In addition, partnering with global planning on alignment on budget and headcount requirement   The PM will work with key stake holders to make sure we have the right data/analysis in place to improve the operation efficiency and enable good quality decision making. Need to work with operation leaders, Business Intelligence team etc. to define the WFM related metrics, build the WFM dashboard and dataset and support the achievement of service target and GoPay strategy


The WFM PM will act as the liaison between Gopay and Paypal Global WFM team to implement the WFM support and process in GoPay, while leveraging the WFM global resource if needed. Responsibilities includes scheduling, long term and short-term forecasting based on current Avaya CMS system and future WFM tools and routing systems. In addition, partnering with global planning on alignment on budget and headcount requirement    


The PM will work with key stake holders to make sure we have the right data/analysis in place to improve the operation efficiency and enable good quality decision making.  Need to work with operation leaders, Business Intelligence team etc. to define the WFM related metrics, build the WFM dashboard and dataset and support the achievement of service target and GoPay strategy 




Provide accurate forecast number on monthly, daily and interval basis for difference channels such as phone, email, live chat. Create the staffing requirement and schedule pattern based on volume forecast. 

Conduct regular forecast variance analysis, contact driver analysis to support the contact reduction initiatives and improve the forecast accuracy 

Optimize the shift patterns/interval staffing requirement on regular basis to improve the agent’s utilization, while taking consideration of constraints such as seating, technology, site-specific time zones, procedures and priorities 

Partner closely with the Community Events, Human Resources, Marketing, Product and Training Teams to coordinate activities impacting productivity and forecasts 

Prepare analysis and insights for the business to enable robust decision making that will ultimately improve customer focused efficiency and performance  

Analyze and understand Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership with other members of the WFM team 

Translate analysis into business decisions and options, with presentation to management for review  

Persistent and effective management of issues, and constructive and positive handling of challenges  

Maintain a positive approach during change, acting as an agent of change within PayPal’s Global Operations environment 

Communicate effectively with stakeholders to identify needs and evaluate alternative business solutions.  Develop effective customer feedback loops and with translation into effective business requirements  

Rapid and effective adaptation to a highly dynamic and aggressive work environment 

Act as the POC to manage the BCP from WFM perspective 




Operations or call center experience  

Excellent Organizational, Communication and interpersonal skills 

Skill in focus and achievement of desired results, by determination of what is important and urgent, clarifying next steps and effective delegation 

Maintain high productivity and performance levels under pressure 

Deal with ambiguity 

Strong working knowledge of Microsoft systems, with intermediate to advanced knowledge of Excel required; working knowledge of Access , SQL (SQL/Teradata/MySQL) or other database query writing skills is preferred 

Knowledge of contact center solutions– Genesys, Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana 

Ability to learn and to adopt to new software and technologies 

Ability to influence key stakeholders and push for change 

Out of box thinking that is innovative yet practical 




BS/BA degree in related field required or equivalent 8 + years professional work experience in Operations Call Centre and / or a WFM environment 

Experience with Avaya/Genesys tools  



Customer Focus 

Analytical and Problem-Solving Skills 

Time Management & Prioritization 

Interpersonal Savvy 

Attention to Detail  

Communication and Listening Skills 



The role will be in Shanghai,China, flexible shift with the initial shift 9am to 6 pm local time, Monday to Friday. However, this shift may change subject to business requirements.  

We're a purpose-driven company whose beliefs are the foundation for how we conduct business every day. We hold ourselves to our One Team Behaviors which demand that we hold the highest ethical standards, to empower an open and diverse workplace, and strive to treat everyone who is touched by our business with dignity and respect. Our employees challenge the status quo, ask questions, and find solutions. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom.

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at