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 Manager of Workforce Management will be responsible for providing operational and tactical guidance to the Analysts in Real Time Management and Scheduling / Short Term Forecasting teams.
This individual owns the optimization of human resources for the PayPal NA region. This person will be responsible for the flow of contacts through all systems to ensure efficient contact delivery and completion.
This person will ensure the validity of data through reporting and recommend and implement business strategies to increase efficiency in contact completion.
This person will collaborate closely with NA Operations leaders to assist all Customer Service areas in achieving servicing related goals.
This person will work with peers in all PayPal centers to ensure global approaches to WFM are being taken.
This person will also participate in the staffing, growth and operational planning of the Workforce Management team for NA.
Fundamentally, this position requires the development of relationships with other managers and business units throughout the organization to ensure excellent information flow and feedback on the impacts of process, policy and product changes to wider business goals.
Build, develop, and lead Workforce Management into a high performing team that meets the needs of the NA Operations business and stakeholders Deliver on three critical daily activities : 1) planning for the day (volume forecasting, staff scheduling), 2) managing the day (making real-
time staffing / queue adjustments), and 3) reporting on the day (providing daily / monthly reports on actual to projected performance) Leverage capacity planning tools to accurately forecast call volume via various channels hourly, daily, and monthly.
Translate this information into staffing requirement and staff schedules. Optimize schedule placement to best match volume arrival patterns Manage the real-
time placement of staff and flow of work throughout the day to account for variations to forecast and unexpected staffing situations, so that customers receive the timeliest resolution possible Analyze volume drivers by source, handle time and root cause in order to effectively identify event avoidance and contact reduction opportunities Translate analysis into business decisions and options, presenting these to management for review and sign-
off Persistently manages issues effectively; deals with challenges constructively and positively Leads outcomes that are tied to measurable improvements in business critical KPIs, taking an holistic view of business needs Ensures clear goals, objectives, and performance standards are established and communicated for the team as a whole and individually, that are in turn aligned with the wider goals of the business Can reach appropriate resolution in many varied situations without damaging internal or external relationships Encourages a team spirit of common effort and results Maintains a positive approach during change, acting as an agent of change within PayPal’s Global Operations environment Work with individual team members to support their personal development and growth in addition to their contribution to the team’s goals and objectives Coach, develop and communicate with the team routinely and effectively as part of a regular schedule of team meetings, 1 : 1’s and PDP conversations.
Provides clear, consistent, and timely feedback Partners and collaborates with peers globally as well local stakeholders to leverage best practices, and drive continuous improvement opportunities Communicates effectively with stakeholders to identify needs and evaluate alternative business solutions.
Develops effective customer feedback loops and translates that into effective business requirements Rapidly and effectively adapt to highly dynamic and aggressive work environment Participate in special projects as needed and perform other duties as assigned Act as the POC to manage the BCP from WFM perspective
Prerequisite Knowledge and Skills
Excellent Organisation, Communication and interpersonal skills
Ability to direct and motivate others
Ability to lead through vision and values
Skill in focusing on desired results, determining what is important and urgent, clarifying next steps and delegating effectively to meet deadlines and achieve desired results
Maintains productivity and high performance levels under pressure
Deals with ambiguity
Ability to learn and to adopt to new softwares and technologies
Strong working knowledge of external sytems (Excel, Word, etc)
Knowledge of internal systems and software (CC Pulse, Admin, WFM system etc)
Ability to use and quantify management information
Knowledge of customer Operations
Ability to influence key stakeholders and push for change
Out of box thinking, innovative and practical
Ability to hire, train, develop and retain talents to keep up with the business growth
Professional Qualifications and Experience
BS / BA degree in related field required or equivalent 8 + years professional work experience in Operations Call Centre and / or a WFM environment
2 years supervisory experience
Developing Direct Reports and Others
Managing and Measuring Work
Integrity & Trust