
Workforce Analyst 2
1 week ago
**The Company**
PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy.
We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.
We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards. Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade.
Our beliefs are the foundation for how we conduct business every day. We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do - and they push us to ensure we take care of ourselves, each other, and our communities.
**Job Description**:
**Your way to impact**
Join the Workforce Management & Planning Team as a Real-Time Management Analyst and play a crucial role in real-time management responsibilities. We are looking for a highly motivated team player with strong real-time management skills to ensure optimal service levels and site performance almost in real-time. As an RTM Analyst, you will oversee real-time adherence, monitor queues and KPIs, and collaborate with multiple teams to manage the global servicing strategy. Additionally, you will handle overtime, shrinkage, time-off, and contribute to ensuring employees’ wellness and-life balance while servicing our customers near real-time.
**In your day-to-day role, your responsibilities include**:
- Handle teammates’ time-off requests, shift bids, and the daily/sub-daily exception management in real-time
- Monitor and assess the status of the queues, open inventory, and intra-day staffing trends, and execute the queueing and staffing plan
- Monitor and assess the global headcount rates, including the shrinkage and coverage rates in real-time and execute the queueing and staffing plan
- Handle teammates’ overtime management
- Analyze key metrics reports including but not limited to volume, adherence, service Levels, productivity, etc. to identify trends, issues, and opportunities, uncover levers impacting these issues, and develop recommendations for improvement
- Update management and stakeholders on schedule adherence, servicing intra-day and daily metrics
- Provide functional support to the WFM/RTM Committee, leadership & stakeholders
- Assist with providing analysis on drivers of actual performance compared to the scheduled plan
- Assist with ad-hoc projects or assignments as required
- Record notable events and communicate to stakeholder
**What do you need to bring**:
- BS/BA degree in related field required or the equivalent professional experience in addition to 1 to 2-years’ work experience in a workforce/real-time management discipline or call center operations environment
- Strong experience with Workforce Management software (NICE, Genesys etc.) that includes forecasting, scheduling, real-time adherence functionality strongly preferred
- Knowledge of contact center solutions, NICE workforce management tool, Genesys or Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana, PDA and ATTACK
- Strong working knowledge of Microsoft systems - Internet, Outlook, Word, Excel and Visio
- Experience in risk management (Sanctions, AML, Fraud, Credit, Compliance, CIP/KYC etc.)
- Experience in payments industry
- Knowledge of the economic Sanctions programs administered by the U.S. Department of the Treasury's Office of Foreign Assets Control, and general knowledge of sanctions
-
Strategic Workforce Analyst
2 weeks ago
Singapore beBeeData Full time $90,000 - $120,000HR Data Analyst RoleThis position requires a data analyst to work closely with the HR team, analyzing workforce trends, recruitment, retention, performance management, and employee engagement.ResponsibilitiesData Analytics: Delivering analytic observations, insights, and business recommendations on HR policies, programs, and processes. Gathering, analyzing,...
-
Senior Business Analyst
1 week ago
Singapore Workforce Optimizer - AI Enabled WFM Full time3 weeks ago Be among the first 25 applicants Workforce Optimizer - AI Enabled WFM provided pay range This range is provided by Workforce Optimizer - AI Enabled WFM. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range SGD84,000.00/yr - SGD108,000.00/yr We are looking for an experienced Senior...
-
Chief Workforce Strategist
1 week ago
Singapore beBeeWorkforce Full time $70,000 - $130,000Lead Strategic Workforce OptimisationDrive innovation and efficiency in workforce management to meet organisational objectives.Key Responsibilities:Strategic Workforce Planning: Develop long-term workforce strategies, collaborating with senior leaders to model staffing needs based on demand forecasts, seasonal trends, and growth projections.Forecasting &...
-
Singapore EMA Energy Market Authority Full timePower the Singapore Energy Transition: Be at the Heart of Workforce Development The Singapore Energy Transition is a bold transformation to create a cleaner, more sustainable, and resilient energy future. With the power sector contributing 40% of the nation's carbon emissions, Singapore is committed to achieving net-zero emissions by 2050 through...
-
Senior Analyst, Workforce Planning
5 days ago
Singapore Airbnb Full timeAirbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company. The Workforce Management (WFM)...
-
Workforce Development Specialist
6 days ago
Singapore ALIQAN Technologies Full timeThe SumTotal Workforce Management Developer role requires an individual with 5-12 years of experience to design, develop, and maintain workforce management solutions using SumTotal's suite of tools. Working remotely, you will collaborate with cross-functional teams to ensure effective implementation and optimization of workforce management...
-
Workforce Planning Administrator
5 days ago
Singapore halcyonknights Full time**ahm** Position Description** **Position Title**: Workforce Planning Administrator **Position Holder**: **Division/Branch**: Customer Channels & Operations - ahm **Job Banding**: **Directly reports to**: Workforce Planning Lead **Position Purpose** The purpose of the position is to provide support to the contact centre and the Workforce Planning team...
-
Strategy and Operations Analyst
6 days ago
Singapore Shopee Full timeOverview The SPX Express Regional team is committed to providing users with the best logistics experience in the most cost-effective way. Positioned at the crossroads of Business, Operations, and Product, the team strives to enhance delivery speed and reliability by creating innovative services to exceed users' expectations. Using the latest technology...
-
Data Architect DSAD
3 weeks ago
Singapore WORKFORCE SINGAPORE AGENCY Full timeRoles & ResponsibilitiesWe are seeking a strategic and technically adept Data Architect to join Workforce Singapore (WSG)'s Data Strategy and Analytics Division (DSAD). In this newly established role, you will design and shape the central data platform that will power our organization's shift from manual reporting to scalable, automated insights. You will...
-
Data Architect DSAD
1 week ago
Singapore WORKFORCE SINGAPORE AGENCY Full timeRoles & Responsibilities We are seeking a strategic and technically adept Data Architect to join Workforce Singapore (WSG)'s Data Strategy and Analytics Division (DSAD). In this newly established role, you will design and shape the central data platform that will power our organization's shift from manual reporting to scalable, automated insights. You will...