Workforce Analyst in Shanghai at PayPal

Date Posted: 9/13/2019

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 286 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.

The Lead CRS Workforce Analyst will be responsible for creating long-term and short-term Consumer Risk Operations forecasts that derive from the understood business drivers to determine required headcount based on projecting volumes, duration, and required staffing levels using current trends and historical data for multiple Back Office work types as well as initiative roadmaps. Close collaboration with CRS leadership team, function teams, DAMA, and Finance will be required to support the execution of headcount planning.


•       Define long-term projections globally across markets, segments and functions under-scored by robust baseline data, in addition to factoring in new and upcoming initiatives and intelligence that will impact HC requirements.

•       Define short-term projections across multiple markets and segments for Back Office work types based on SL targets, historical and current case volumes and patterns, and upcoming workload factors in order to forecast headcount to support.

•       Help ensure responsibility for high-quality baseline demand forecasts that are developed and maintained for Operations, leveraging statistical analysis and expertise with the best available cross-functional inputs and applying sound judgment based on knowledge of the business.

•       Develop and analyze data with the objective of making recommendations for adjusting staffing levels to meet departmental productivity and SL objectives, with an ability to reconcile information from diverse sources into a single unified statement of demand.

•       Navigate data and other various obstacles to deliver required forecasts and insights.

•       Analyze and understand Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership across the teams.

•       Own the forecasting process and assure proper delivery, consistency, and accuracy of forecast deliverables and outputs, gathering information from multiple sources as well as having a strong business acumen.

•       Work with key stakeholders to ensure forecast accuracy is met and deadlines are achieved, particularly in relation to the monthly Headcount Planning process.

•       Make judgment calls based on data and sometimes incomplete data, and display a high level of accountability, demonstrating a sense of responsibility, confidentiality and professionalism.

•       Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels within a matrix based organization.

•       Actively communicate with all relevant functions to ensure that they are aware of all issues that may affect forecasting results.

•       Work and partner with other members of the team in forecasting and scheduling in delivery of an end-to-end approach to HC planning and management. This includes working with Scheduling Analysts to ensure they are aware of the forecasts and what assumptions have been used to allow for greater decision making across the team.

•       Continuously seek opportunities to streamline and enhance current processes.

•       Participate 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:

o   A passion and commitment to work on behalf of the customer – internal and external

o   Independent decision making and follow through

o   Strong analytical skills and unwavering attention to detail

o   Ability and desire to drive results together with a well-developed sense of urgency and follow through

o   Advanced Excel and reporting skills as well as being a proficient/expert user of Microsoft Office tools and other relevant technical tools

o   Working database knowledge and ability to navigate database for validation of concepts using SQL

o   Strong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of communication channels

o   Ability to work flexibility and across multiple tasks to service business needs and requirements

o   Knowledge of back office operation systems and workforce management solutions preferred – Genesys, Aspect Workforce Management, Compass, CC Pulse, Kana, PDA and ATTACK

o   Operations and call center experience is strongly preferred



Professional Qualifications and Experience:

o   BS/BA degree in related field required or the equivalent with 8+ years related professional experience, MS degree with 6+ years of experience, Doctorate with 4+ year of experience, including 3-5 years’ experience using a Workforce Management scheduling & forecasting tool preferred

o   Experience with Avaya/Genesys tools preferred

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.