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Workforce Analyst 1

3-7 years

Bangalore / Bengaluru

1 vacancy

Workforce Analyst 1

PayPal

posted 2mon ago

Job Description

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.
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 collections 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 dialer issues 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 whilst protecting daily service level agreements.
Organizing the daily operations and workforce management with the ability to multi-task while maintaining efficiency is critical to this roles success.
Ensure the dialer platforms comply with global regulatory requirements, such as OFCOM and TCPA rules.
Qualifications:
Evidenced experience (certification or 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, PayPals 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:
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:
Click Here to 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. .
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, please Join 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.

Employment Type: Full Time, Permanent

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What people at PayPal are saying

Workforce Analyst salary at PayPal

reported by 1 employee with 7 years exp.
₹8.6 L/yr - ₹10.9 L/yr
79% more than the average Workforce Analyst Salary in India
View more details

What PayPal employees are saying about work life

based on 902 employees
65%
60%
84%
57%
Flexible timing
Monday to Friday
No travel
Day Shift
View more insights

PayPal Benefits

Free Transport
Work From Home
Health Insurance
Cafeteria
Team Outings
Job Training +6 more
View more benefits

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