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 

SPECIFIC DUTIES 

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 

PRE-REQUISITE KNOWLEDGE & SKILLS 

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 

PROFESSIONAL QUALIFICATIONS & EXPERIENCE 

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  

COMPETENCIES 

Customer Focus 

Analytical and Problem-Solving Skills 

Time Management & Prioritization 

Interpersonal Savvy 

Attention to Detail  

Communication and Listening Skills 

LOCATION 

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.