AddressAt PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives.
Job Description Summary: What you need to know about the role: In this role, analysts will make real-time decisions to best meet established performance indicators, across a variety of channels including voice, email, message and casework. This role will manage daily results to strategically meet monthly Service Level/ASA targets. Meet our team: The Real Time Analyst position supports foundational tasks within the Real Time Management team.
Job Description:
Your way to impact:
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
Knowledge of contact center solutions preferred – Genesys/NICE/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 develop and maintain professional working relationships with co-workers and peers
Your day to day:
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 EMEA weekly site meeting and other WFM scheduled meetings, providing contribution and input
Supporting additional requests, as needed
What do you need to bring:
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
Experience with Avaya/Genesys tools preferred
Experience with WFM tools and systems preferred
COMPETENCIES
Customer Focus
Analytical and Problem-Solving Skills
Time Management & Priority Setting
Interpersonal Savvy
Integrity & Trust
Attention to Detail
Communication and Listening Skills
Our Benefits:
At PayPal, we’re committed to building an equitable and inclusive global economy. And we can’t do this without our most important asset—you. That’s why we offer benefits to help you thrive in every stage of life. We champion your financial, physical, and mental health by offering valuable benefits and resources to help you care for the whole you.
We have great benefits including a flexible work environment, employee shares options, health and life insurance and more. To learn more about our benefits please visit https://www.paypalbenefits.com
Who We Are:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx
PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.com.
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. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at paypalglobaltalentacquisition@paypal.com.
As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.
