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Manager, Workforce Management 1 in Shanghai at PayPal

Date Posted: 9/1/2021

Job Snapshot

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. We’re a purpose-driven company, and our beliefs are the foundation of how we conduct business every day. We’re guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Collectively, these values inspire us to work together as One Team with our customers at the center of everything we do, and to take care of ourselves, each other, and the communities in which we live and work. We challenge the status quo, ask questions, and find solutions. Join us as we enable the hopes, dreams, and ambitions of millions of people around the world.

The Workforce Planning Analyst will report to the Sr. Manager of Compliance Strategic Workforce Planning. The individual will own the forecasting, scheduling, metric planning, and head count planning for GFC&CP departments in relation to GOPAY, as well as coordinating these processes for the Monthly Health of the Business meeting. They will ensure a strong partnership is maintained with the Operational leadership team to ensure the strategies and objectives of the business are effectively balanced between the business goals and the budget requirements. Finally, they will lead Workforce Planning in partnership with all other teams to perform data analysis, make recommendations for the business to improve efficiency based on this analysis, and drive positive changes in product, process, and performance to exceed the goals of the business in a cost effective and customer-focused manner.


Own and lead all of the forecasting, scheduling, metric planning, and head count planning for all GFCCP GOPAY programs, as well as coordinating these processes for the Monthly Health of Business executive meeting. In collaboration with the various BE teams, be the change agent that constantly drives efficiencies through robust data analysis and creative problem solving. Develop new data sources that allow the Strategic Workforce Planning team to quickly analyze performance data for insights that drive efficiencies.   Making judgment calls based on data and sometimes incomplete data, displaying a heightened level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism Building credibility, establishing rapport, and maintaining communication with stakeholders at multiple levels within a matrix-based organization. Rapidly and effectively adapts to highly dynamic and aggressive work environment, maintaining a positive approach during change, acting as an agent of change within PayPal’s Global Operations environment Mentor team members to enhance their knowledge of PayPal processes and data sources preparing them for the next stage in their PayPal career Continuously seeking opportunities to streamline and enhance current processes Collaborating in a team environment. As part of our team, you will learn to energetically rally diverse groups in pursuit of a common goal. Working and partnering with other members of the Governance team such as StratX, Governance, Analytics, Technology & Vendor Management on strategical projects. Participating in other duties as assigned

The preferred candidate will have a successful track record of problem solving, a “can-do” attitude, excellent communication skills and the ability to liaise positively with all levels of management, in addition to:

  • A passion and commitment to work on behalf of the customer – internal and external
  • Independent decision making and follow through
  • Strong analytical skills and unwavering attention to detail
  • Ability and desire to drive results together with a well-developed sense of urgency and follow through
  • Advanced Excel and reporting skills as well as being a proficient/expert user of Microsoft Office tools and other relevant technical tools
  • Strategic thinker with strong analytical and a financial management background
  • Strong influencing skills for driving change across a large global organization
  • Strong written and oral communication skills that can be demonstrated through use of email, chat, and all other forms of communication channels
  • Ability to work flexibility and across multiple tasks to service business needs and requirements
  • Knowledge of contact center solutions preferred – Genesys, Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana, PDA and ATTACK
  • Operations and call center experience is strongly preferred
  • Ability to extract data from an enterprise data warehouse, analyze extracted data to generate answers to management inquiries, and report out findings to management to facilitate decision making
  • Skilled at identifying operational efficiency opportunities
  • Ability to handle multiple initiatives under tight time constraints with a well-developed sense of urgency and follow through
  • Deals with ambiguity
  • Ability to work flexible hours as needed
  • Ability to develop and maintain professional relationships with direct reports, co-workers, peers and others
  • Ability to maintain highly confidential information and adhere to the highest ethical standards
  • Ability to easily work with Senior Management – can effectively interface at many levels with top executives

Professional Qualifications and Experience

  • BS/BA degree in related field required or the equivalent years professional working experience in a financial industry; highly preferable to have an MBA or M.S. in Finance/Accounting
  • 10 years professional work experience in a workforce management discipline or in call center operations environment with experience of scheduling and forecasting tools & systems
  • Experience with Avaya/Genesys tools preferred
  • 5 years supervisory experience preferred
  • SQL proficiency required with Teradata experience preferred


  • Customer Focus
  • Analytical and Problem-Solving Skills
  • Time Management & Priority Setting
  • Drive for Results
  • Integrity & Trust
  • Attention to Detail
  • Communication and Listening Skills
  • Advanced/Expert excel skills

For more than 20 years, PayPal has remained at the forefront of the digital payment revolution. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, our open digital payments platform gives PayPal’s 400 million active account holders the confidence to connect and transact in new and powerful ways. 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.

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