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Workforce Analyst 3 Schedule & Seating in Manila at PayPal

Date Posted: 11/28/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Manila
  • Experience:
    Not Specified
  • Date Posted:
    11/28/2018
  • Job ID:
    R0040078

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 254 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 Scheduling Analyst is primarily responsible for aspects of scheduling and short term forecasting, that include but not limited to: shift bids, time off management, overtime allocation, and management of all non-productive requests as well as seasonal/daily/interval forecast planning within a defined timeframes - 90 days

Specific duties include:

  • Enabling and supporting the optimization of schedules/staffing with consideration to constraints such as seating, technology & site-specific time zones & procedures / priorities
  • Performing regular schedule tests/forecasts to ensure optimal forecasts and staffing coverage
  • Maintaining system integrity by processing updates in WFM systems and tools, including, but not limited to: historical and seasonal trending updates for forecasts, weekly BU service level files, schedule updates, and user data in Work Force Management system
  • Processing status changes, email/ticket requests/inquiries in accurate and timely manner
  • Proactively identifying and reporting issues impacting Teammate productivity – partnering with Operations and other Support Functions  in communicating and managing the impacts to both our Customers and Teammates
  • Partnering with the business  to make judgment calls and decisions to deliver the optimal levels of service and productivity  - demonstrating responsibility and professionalism in balancing customer and shareholder needs
  • Preparing analysis and insights for the business to enable robust decision making that will ultimately improve efficiency and performance in a customer focused way
  • Analyzing and understanding Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership with other members of the WFM team
  • Partnering with Long Term Forecasting and Work Force Planning Teams to enable alignment of long and short term forecasts
  • Analyzing current processes and proactively recommend changes to improve
  • Assisting with ad-hoc projects or assignments as required
  • Attending weekly staffing calls/meetings with Business Units
  • Partnering closely with the Community Events, Human Resources, Marketing, Product and Training Teams to coordinate activities impacting productivity and forecasts
  • Providing assistance to other  Scheduling/Forecasting Analysts as needed in a team environment as well as the RTM team
  • Providing global support as needed to global WFM team
  • Manage the seat allocation to maximize the seat utilization ratio
  • Work with key stake holders to understand the short term forecast variance and come out with corrective action
  • Lead complicated WFM project independently
  • Able to build new process, introduce new tool to provide support to new line of business
  • Be the POC of WFM on large scale project to make sure smooth implementation
  • Provide the comprehensive what if scenario analysis to articulate the business challenge and propose solution

    PRE-REQUISITE 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, in addition to:

  • Operations or call center experience
  • A passion and commitment to work on behalf of the customer – internal and external
  • Drive for Results - Persistently manages issues effectively; deals with challenges constructively and positively; maintains productivity and high performance levels under pressure
  • 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
  • Strong written and oral communication skills that can be demonstrated through the 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
  • Capacity to work flexible hours as needed and be proactive in taking on additional responsibilities
  • Strong working knowledge of Microsoft systems, with intermediate to advanced knowledge of Excel required; working knowledge of Access or other database query writing skills is preferred
  • Knowledge of contact center solutions preferred – Genesys, Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana, PDA and ATTACK
  • Ability to maintain highly confidential information and adhere to the highest ethical standards including honesty, integrity, dedication and leadership
  • Assist to train and coach Junior Schedule analyst as a subject matter expert
  • Ability to work on complicated issue independently with the input from other partners
  • Ability to challenge the status quo and provide constructive proposal
  • Ability to articulate the number/KPI in a business context and drive for improvement
  • SQL experience is a strong plus
  • Ability to influence key stakeholders and achieve win-win result
  • Deal with ambiguity, strong business acumen
  • Ability to multiple task and deliver quality result with a tight schedule

PROFESSIONAL QUALIFICATIONS & EXPERIENCE

  • BS/BA degree in related field required or the equivalent professional experience in addition to 5year work experience in a workforce management discipline or call centre operations environment
  • 5+ years’ experience using a Workforce Management scheduling & forecasting tool preferred
  • Experience with Avaya/Genesys tools preferred

COMPETENCIES

  • Customer Focus
  • Analytical and Problem Solving Skills
  • Time Management & Priority Setting
  • Interpersonal Savvy
  • Integrity & Trust
  • Attention to Detail
  • Communication and Listening Skills

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.

R0040078

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