Workforce Analyst 2 RTM
6d ago

Job Description Summary : The Real Time Analyst position supports foundational tasks within the Real Time Management team.

In this role, analysts will make real-time decisions to best meet established performance indicators, across a variety of channels including voice, email, chat and casework.

This role will manage daily results to strategically meet monthly Service Level targets. Job Description : SPECIFIC DUTIES Proactive day to day queue management and monitoring through RTM Systems, partnering with Operational Leaders to optimize adherence to schedules Monitoring intra-

day KPI’s to determine impacts to business operations including SL, Call Volume, AHT, Absenteeism Rates, etc Processing required short term adjustments to schedules, including PTO, off-

line tasks, changes to 1 : 1 and Team learning sessions, etc Manually adjusting teammates skills based on direct requests and pre-

planned changes as well as reacting to changes in forecasted volumes 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 the WFM teams Working and partnering with other members of the WFM teams in forecasting and scheduling as well as WFP in delivery an end to end approach to HC planning and management Attending regular / ad hoc meetings with other WFM teams, line leaders, partners etc.

providing contribution and input Supporting additional requests, as needed Assist to train and coach Junior RTM analyst as a subject matter expert PRE-

REQUISITE KNOWLEDGE AND 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 across the organization, in addition to : A passion and commitment to work on behalf of the customer internal and external 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 Strong working knowledge of Microsoft systems -

Internet, Outlook, Word, Excel and Visio Experience of contact center solutions preferred Genesys, Avaya, CMS Supervisor, Pulse, Kana, PDA and ATTACK.

Able to provide triage when there is an issue and provide a problem statement to the engineer team in a technical way Practicable experience of managing multi-

media workload; including chat, case work, social media, phone and email in a call centre environment and preferably globally Knowledge of SQL script, with the experience to drill down into the data in identifying and quantifying problems, tying back to the business process to drive improvement Advanced Excel skills with the ability to translate large data sets into simplified and visual formats that lend themselves to ease of understanding and review.

Ability to use VBA in automating reports is a plus. Ability to maintain highly confidential information and adhere to the highest ethical standards including honesty, integrity, dedication and leadership Ability to develop and maintain professional working relationships with co-

workers and peers Ability to navigate in the broader organization and build relationship with key stake holders Ability to work on complicated issue independently with the input from other partners Ability to collect and validate data from multiple data source and provide sound business insight Experience of contact routing in a digital operational call center with the ability to make judgement calls and decisions in a way that will optimize service levels Ability to challenge the status quo and provide constructive proposal Ability to articulate the number / KPI in a business context and drive for improvement PROFESSIONAL QUALIFICATIONS & EXPERIENCE BS / BA degree in related field required or the equivalent professional experience in addition to 5-

year work experience in a workforce management discipline or call centre operations environment Experience with Avaya / Genesys tools preferred Experience with WFM tools and systems preferred Experience with large scale operation which include multiple centers and diversified culture preferred COMPETENCIES Customer Focus Advanced Analytical and Problem-

Solving Skills Time Management & Priority Setting Interpersonal Savvy Integrity & Trust Attention to Detail Communication and Listening Skills Subsidiary : PayPal Travel Percent : 0 Primary Location : Manila, National Capital Region (Manila), Philippines Additional Locations : 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.

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