Workforce Analyst 2 Schedule
PayPal
Manila, Philippines
6d ago

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 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

Ability to navigate in the broader organization and build relationship with key stake holders

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

PROFESSIONAL QUALIFICATIONS & EXPERIENCE

BS / BA degree in related field required or the equivalent professional experience in addition to 2 year work experience in a workforce management discipline or call centre operations environment

3+ years’ experience using a Workforce Management scheduling & forecasting tool preferred

Experience with Avaya / Genesys tools preferred

Customer Focus

Analytical and Problem Solving Skills

Time Management & Priority Setting

Attention to Detail

Communication and Listening Skills

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