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PayPal WFM Workforce Analyst France, Auvergne-Rhône-Alpes 507134486
20.03.2025
Job Description:
Note that this position is Sunday - Thursday, 10am - 7pm local time.
Responsibilities
Execute the operational plan of GSI and CIP servicing strategies
Execute the hiring plan by analysing global attrition, headcount needs, and shift bidding process
Execute the time-off management
Serve as a subject-matter expert on workforce optimization issues
Generate periodic and ad-hoc reports on a variety of KPIs, including daily investigator statistics and skill group/work type statistics to support operations management
Update management and stakeholders on progress against the plan regularly and escalate issues as required
Provide functional support to the WFM Committee, leadership & stakeholders
Assist with providing analysis on drivers of actual performance compared to the scheduled plan
Assist with ad-hoc projects or assignments as required
Pre-Requisite Knowledge & Skills
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 when needed and across multiple tasks to service business needs and requirements
Strong working knowledge of Microsoft systems - Internet, Outlook, Word, Excel and Visio
Knowledge of contactsolutions, NICE workforce management tool, Genesys or Aspect Workforce Management, 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
Professional Qualifications & Experiences
Current Grade G23/24
BS/BA degree in related field required or the equivalent professional experience in addition to 2 years work experience in a workforce management discipline or calloperations environment
Strong experience with Workforce Management software (NICE, Genesys etc.) that includes forecasting, scheduling, real-time adherence functionality strongly preferred
Experience in risk management (Sanctions, AML, Fraud, Credit, Compliance, CIP/KYC etc.)
Experience in payments industry
Knowledge of the economic Sanctions programs administered by the U.S. Department of the Treasury's Office of Foreign Assets Control, and general knowledge of sanctions evasion practices is also desirable
Our Benefits:
Any general requests for consideration of your skills, please
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