Director, Workforce Planning in Omaha at PayPal

Date Posted: 5/7/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Omaha
  • Job Type:
    Global Metrics
  • Experience:
    Not Specified
  • Date Posted:
    5/7/2018
  • Job ID:
    R0029884

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 237 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.

Fueled by a fundamental belief that having access to financial services creates opportunity, PayPal is committed to democratizing financial services and empowering people and businesses to join and thrive in the global economy. 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 Global Customer Operations Workforce Management Team directly contributes to this vision through the activities it is responsible for in terms of capacity planning and resource management for our network of contact centres. Our dedicated team of Customer Service Representatives support our consumers and merchants each and every day addressing the straightforward “How Do I” type contacts to much more complex issues, removing obstacles and enhancing the total customer experience.
The Director for Workforce Management will be joining an ambitious organization, in a fast-paced environment. As such, the successful candidate will need to be flexible, coupled with a desire and ability to adapt quickly to new situations. You will be comfortable with travel and enjoy working as part of a dynamic and global team.
Core to this role will be accountability for headcount planning and budgeting, capacity planning in meeting our service level obligations, and delivering a best in class business advisory function to our Global Customer Service Leadership Team. You will be a People leader and mentor to our WFM team members on the ground in Omaha and as part of this will take responsibility for Scheduling activities for the Americas. Real Time Management is a global function that will not fall within the scope of these responsibilities. The role will report to the Senior Director of Global Workforce Management.

SPECIFIC RESPONSIBILITIES

  • In partnership with FP&A have oversight for the annual Headcount budget planning process for Global Customer Service (GCS) and Credit covering North America, EMEA and APAC regions;
  • Monthly budget consolidation & reporting inclusive of the FP&A submission to our Finance partners;
  • Lead the headcount forecasting and capacity planning process through monthly discussion and analysis of volumes, AHT and volume drivers;  This will be across multiple channels including phone, email, chat and messenger;
  • Measure and incorporate appropriate schedule shrinkage, inflexibility, and other real-life factors influencing staffing against forecast requirements.
  • Providing strategic guidance and executional support to our GCS and Credit Executive Leaders in terms of resource optimization, service level management and budget;
  • Communication to stakeholders on performance and challenges i.e. providing direction, guidelines, performance update to hit service level goals and making suggestions for corrections to any issues;
  • Generating resourcing options and insight that will forearm the business in managing through key risks and challenges; 
  • Providing resource planning subject matter expertise for various projects and strategic initiatives;
  • Partnering with Operational Leaders and across the WFM wider organization to provide the right and timely level of reporting and insights to allow leaders run their business effectively;
  • Leading a team of NA Scheduling Analysts in enabling the optimization of schedules/staffing. Taking responsibility for managing the staffing plan and best matching staffing needs with staffing availability;
  • Analyzing and understanding the impacts of productivity, shrinkage, attrition, AHT and volumes on Service Levels and staffing needs and reporting out on same to Our Business Leaders; and  
  • WFM KPI reporting

KNOWLEDGE & SKILLS


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. Must be comfortable with change in all its facets, and be able to lead others through change.

  • 10+ years experience in senior WFM leadership roles, with a preference for call centre experience in both forecasting and scheduling; 
  • Experience of leading global teams;
  • Must be able to work with all levels of the organization in capturing, managing and communicating metrics;
  • Excellent written and verbal communication skills with the ability to provide clarity to complex issues, and synthesize large amounts of information;
  • An ability to identify the root causes of issues by analysing patterns and trends;
  • Strategic thinker with the ability to develop creative and breakthrough solutions;
  • Passion and commitment to work on behalf of the customer – internal and external;
  • Strong influencing skills for driving change across a large global organization;
  • Ability to handle multiple initiatives under  tight time constraints with a well-developed sense of urgency and follow through;
  • Experience of managing forecasts and schedules across digital channels;
  • Proficiency in Microsoft Excel and data modelling;
  • Knowledge of WFM models e.g. Erlang, Correl, Linear regression;
  • Experience with WFM software and simulation modelling;  
  • Self-motivating, adaptable and able to inspire and motivate others;
  • Demonstrates the ability to work as part of a team adding positive attitude and business focus;
  • 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; and
  • Ability to maintain highly confidential information and adhere to the highest ethical standards

PROFESSIONAL QUALIFICATIONS AND EXPERIENCE

  • Bachelors degree or equivalent work experience in a financial industry; highly preferable to have an MBA or M.S. Degree
  • 10 + years professional related work experience  in an analytics or financial background
  • 5 years supervisory experience

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.

R0029884

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