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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.