PAYPAL Hiring for Lead Short Range Forecaster at Bengaluru, Karnataka, India Full Time

Job Description

At PayPal (NASDAQ: PYPL), we believe that every person has the right to participate fully in the global economy. Our mission is to democratize financial services to ensure that everyone, regardless of background or economic standing, has access to affordable, convenient, and secure products and services to take control of their financial lives. Summary: The Lead Short Term Forecasting Analyst is part of the wider Business Analytics & Insights team with a focus on workforce demand & capacity forecasting. They are primarily responsible for aspects of intra day forecasting and scheduling, that include but not limited to: shift bids, time off management, overtime allocation, and management of all non-productive requests as well as seasonal/daily/interval forecast planning within a defined timeframes – 90 days. : Specific duties include:

• Help ensure responsibility for high quality baseline demand forecasts that are developed and maintained for Operations, leveraging statistical analysis and expertise with the best available cross-functional inputs and applying sound judgment based on knowledge of the business
• Defining short-term projections across multiple markets and segments based on SL targets, historical and current call volumes and patterns, and upcoming workload factors in order to forecast headcount to support
• 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
• 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/forecasts to ensure optimal forecasts and staffing coverage
• Navigating data and other various obstacles to deliver required forecasts and insights
• Help ensure responsibility for high quality baseline demand forecasts that are developed and maintained for Operations, leveraging statistical analysis and expertise with the best available cross-functional inputs and applying sound judgment based on knowledge of the business
• Processing status changes, email/ticket requests/inquiries in accurate and timely manner
• 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
• Proactive queue management and monitoring through RTM Systems, partnering with Operational Leaders to optimize adherence to schedules
• Monitoring intra-day KPI’s to determine impacts to business operations including SL, Task Volume, AHT, Absenteeism Rates, etc
• Processing required short term adjustments to schedules, including PTO, off-line tasks, changes to 1:1 and Team learning sessions, etc
• 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 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 assistance to other Scheduling/Forecasting Analysts as needed in a team environment

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
• 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 – NICE IEX, 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
• Desire to learn SQL as part of company sponsored continuing education

PROFESSIONAL QUALIFICATIONS & EXPERIENCE

• BS/BA degree in related field required or the equivalent 8+ years related professional experience, including 5+ years’ experience using a Workforce Management scheduling & forecasting tool preferred
• Experience with NICE IEX tools preferred

COMPETENCIES

• Customer Focus
• Analytical and Problem Solving Skills
• Time Management & Priority Setting
• Interpersonal Savvy
• Integrity & Trust
• Attention to Detail
• Communication and Listening Skills

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 visit https://www.paypalbenefits.com

Who We Are:
To learn more about our culture and community visit https://about.pypl.com/who-we-are/default.aspx

PayPal has remained at the forefront of the digital payment revolution for more than 20 years. By leveraging technology to make financial services and commerce more convenient, affordable, and secure, the PayPal platform is empowering more than 400 million consumers and merchants in more than 200 markets to join and thrive in the global economy. For more information, visit paypal.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 at paypalglobaltalentacquisition@paypal.com. As part of PayPal’s commitment to employees’ health and safety, we have established in-office Covid-19 protocols and requirements, based on expert guidance. Depending on location, this might include a Covid-19 vaccination requirement for any employee whose role requires them to work onsite. Employees may request reasonable accommodation based on a medical condition or religious belief that prevents them from being vaccinated.