At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to revolutionize commerce globally to make moving money, selling and shopping, personalized and secure.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 externalIndependent decision making and follow throughStrong analytical skills and unwavering attention to detailAbility and desire to drive results together with a well-developed sense of urgency and follow throughStrong written and oral communication skills that can be demonstrated through the use of email, chat, and all other forms of communication channelsAbility to work flexibility and across multiple tasks to service business needs and requirementsStrong working knowledge of Microsoft systems - Internet, Outlook, Word, Excel and VisioKnowledge of contact center solutions preferred – Genesys/NICE/Aspect Workforce Management, Avaya, CMS Supervisor, CC Pulse, Kana, PDA and ATTACKAbility to maintain highly confidential information and adhere to the highest ethical standards including honesty, integrity, dedication, and leadershipAbility to develop and maintain professional working relationships with co-workers and peersYour day to day:Proactive day to day queue management and monitoring through RTM Systems, partnering with Operational Leaders to optimize adherence to schedulesMonitoring intra-day KPI's to determine impacts to business operations including SL, Call Volume, AHT, Absenteeism Rates, etcProcessing required short term adjustments to schedules, including PTO, off-line tasks, changes to 1:1 and Team learning sessions, etcManually adjusting teammates skills based on direct requests and pre-planned changes as well as reacting to changes in forecasted volumesProactively 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 TeammatesPartnering 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 needsPreparing analysis and insights for the business to enable robust decision making that will ultimately improve efficiency and performance in a customer focused wayAnalyzing and understanding Productivity, Shrinkage, Occupancy, Attrition and Staffing trends in partnership with the WFM teamsWorking 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 managementAttending EMEA weekly site meeting and other WFM scheduled meetings, providing contribution and inputSupporting additional requests, as neededWhat 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 environmentExperience with Avaya/Genesys tools preferredExperience with WFM tools and systems preferredCOMPETENCIESCustomer FocusAnalytical and Problem-Solving SkillsTime Management & Priority SettingInterpersonal SavvyIntegrity & TrustAttention to DetailCommunication and Listening SkillsAdditional Job Description:Subsidiary:PayPalTravel Percent:0Our 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 visithttps://www.paypalbenefits.comWho We Are:Click Here to learn more about our culture and community.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. For more information, visit?https://www.paypal.com,?https://about.pypl.comand ?https://investor.pypl.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 ****** general requests for consideration of your skills, pleaseJoin Our Talent Community.
