Workforce Analyst 2

**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