PayPal Global WFM - NA Scheduling Team Leader in Omaha, Nebraska

Global WFM - NA Scheduling Team Leaderin Omahaat PayPal

Date Posted: 9/20/2017

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Job Snapshot

  • Employee Type: Full-Time

  • Location:

  • Job Type:

  • Experience: Not Specified

  • Date Posted: 9/20/2017

  • Job ID: R0022771

About Us

HELP US REIMAGINE MONEY.

At PayPal, we believe that now is the time to democratize financial services so that moving and managing money is a right for all citizens, not just the affluent. We are driven by this purpose, and we uphold our cultural values of collaboration, innovation, wellness and inclusion as our guide for making decisions and conducting business every day. It is our duty and privilege to be customer champions and put those we serve at the center of everything we do.

We are one team that respects and values diversity of thought for everyone, everywhere, and we actively seek to create an energizing workplace that brings out the best in all of us. If you’re ready to shape the future of money, join the team at PayPal. We're proud to work here. You will be too.

Job Description

GENERAL SUMMARY

As a Team Leader for the Scheduling team within Workforce, you will build, develop, and lead a team of Scheduling Analysts who are primarily responsible for aspects of scheduling and forecasting, that include but not limited to: shift bids, time off management, overtime allocation, management of all non-productive requests as well as supporting seasonal/daily/interval forecast planning within a defined timeframes - 90 days.

SPECIFIC DUTIES

  • Lead a team of Analysts to ensure they are enabling and supporting the optimization of schedules/staffing with consideration to constraints such as seating, technology & site-specific time zones & procedures / priorities

  • Performing regular schedule tests to ensure optimal forecasts and staffing coverage

  • Ensuring the team are actively maintaining system integrity by processing updates in WFM systems and tools, including, but not limited to: historical and seasonal trending updates for forecasts, weekly BU service level files, schedule updates, and user data in WFM system.

  • 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 other members of the WFM team

  • Partnering with Long Term Forecasting and Work Force Hire Planning Teams to enable alignment of long and short term forecasts

  • Analyzing current processes and proactively recommend changes to improve

  • Assisting with ad-hoc projects or assignments as required

  • Attending weekly staffing calls/meetings with Business Units

  • Partnering closely with the Community Events, Human Resources, Marketing, Product and Training Teams to coordinate activities impacting productivity and forecasts

  • Providing global support as needed to WFM teams in APAC and EMEA

PRE-REQUISITE KNOWLEDGE & 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 positively with all levels of management, in addition to:

  • Operations or call center experience

  • A passion and commitment to work on behalf of the customer – internal and external

  • Ability to coach, direct and motivate others and effectively delegate to achieve goals

  • Drive for Results - Persistently manages issues effectively; deals with challenges constructively and positively; maintains productivity and high performance levels under pressure

  • 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

  • Capacity to work flexible hours as needed and be proactive in taking on additional responsibilities

  • Strong working knowledge of Microsoft systems, with intermediate to advanced knowledge of Excel required; working knowledge of Access or other database query writing skills is preferred

  • Knowledge of contact center solutions preferred – Genesys, and Genesys routing, 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 in particular backing up RTM

PROFESSIONAL QUALIFICATIONS & EXPERIENCE

  • 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

  • 3+ years’ experience using a Workforce Management scheduling & forecasting tool preferred

  • Experience with Avaya/Genesys tools preferred

  • 2 year experience in Leading a successful team.

R0022771

Individuals seeking employment at PayPal are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation. You have the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.