Workforce Analyst 1

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 Summary:
As a global workforce and production analyst you will be responsible for the daily operations of the inbound, outbound, and outbound IVR dialing campaigns within the collection's organisation.

You will execute the contact strategy for global collections, whilst delivering on service level agreements for each portfolio
Job Description:
The?global workforce and production analyst will be responsible for managing and operating automated dialer systems [Genesys and Live Vox] in a Global Collections environment.
Duties include but are not limited to setting up, monitoring and adjusting the dialer to ensure KPI's are achieved for inbound servicing, outbound penetration rates, abandon call rates, real-time & short-term forecasting, and scheduling.
Additional Job Description Responsibilities and Requirements:??
Operate and monitor near-real time dialing portfolios to execute dialing strategies as outlined by strategy partners.
Illustrate and generate daily reports to show trends in productivity and/or performances.
Troubleshoot dialerissues proactively through partnering with relevant teams and ensuring time to detect is captured effectively promoting productivity uptime & reducing downtime.
Provide performance updates to department leaders on an intra-day basis.
Communicate and partner effectively with partnering teams regarding dialer capabilities and execution of strategies.
Utilize workforce management tools and software to optimize and improve call volume delivery.
Forecast short-term staffing needs, considering contact volume [right party connects] and headcount requirements.
Scheduling of shrinkage whilstprotecting dailyservice level agreements.
Organizing the daily operations and workforce management with the ability to multi-task while maintaining efficiency is critical to this role's success.?
Ensure the dialer platforms comply with global regulatory requirements, such as OFCOM and TCPA rules.?
Qualifications:

·????????Evidencedexperience (certificationor other) in Workforce management or dialing systems
·?????????Proven experience with telephony, contact routing, IVR, dialing platforms and workforce management
·????????Excellent organizational skills. The ability to manage processes and follow up on all aspects of operations is essential.
·?????????Advanced proficiency with Microsoft Office (Word, PowerPoint, Outlook, Teams - Highly proficient in Excel)
·?????????Working knowledge of Fair Debt Collection Practices Act (FDCPA) and Telephone Consumer Protection Act (TCPA)
·?????????Experience in a large-scale environment where cross-functional collaboration is essential to accomplishing goals and objectives.
Additional Job Description:

Subsidiary:
PayPal
Travel Percent:
0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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 visithttps://www.paypalbenefits.com.

Who We Are:
Click Hereto learn more about our culture and community.

Commitment to Diversity and Inclusion
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 ******.

Belonging at PayPal:
Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, pleaseJoin our Talent Community.

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.