Short Range Forecaster
3 weeks ago
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.
Job Description Summary: The 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.
**Job Description**:
**Job Description**:
**Your way to impact**
**Your day to day**
- 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
- 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.
**What do you need to bring-**
- BS/BA degree in related field required or the equivalent 5+ years related professional experience, including 3+ years’ experience using a Workforce Management scheduling & forecasting tool preferred. 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
- 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 p
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