PayPal Hiring for Real Time Management Admin Job at Chennai Full Time

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: Job Description: We are seeking a highly motivated team player with strong real-time management (RTM) skills. As an RTM Admin for the identity program, you will be part of PayPal’s Global Sanctions Identity and Customer Protections Investigations (GSICPI) team leading the real time management admin responsibilities. Key functional responsibility includes supporting and leading several administrative tasks to improve the effectiveness of RTM/operations ensuring we are servicing our PayPal’s customers almost in real-time. This role will primarily drive administrative functions including conducting audits within the NICE WFM (workforce management)/RTM tool, reconciling data sets, reporting management, headcount, schedule, time-off, and all admin tasks management. This role will be working closely with cross functional partners, forecasting, scheduling teams, reporting, technical, and operations teams on notifying them of any downstream impact. There will also be some cross – over between this role and existing Real Time Management functions. As part of the real-time management functions, this role will be overseeing and maintaining real-time adherence, monitoring queues and key performance indicators (KPIs), working collaboratively with multiple teams, managing the global servicing strategy in real-time, and managing overtime, shrinkage, and time-off for our GSICPI teammates ensuring employees’ wellness and work-life balance along with servicing our customers near real-time. This person is also responsible for assessing staffing levels daily and sub-daily, monitoring attendance and schedule adherence, and assisting with coverage and support as necessary while being available and accessible for business emergencies at any time.

Job Description:

Responsibilities:

• Assist with NICE WFM/RTM administration
• Assist in reconciling scheduled and ad-hoc reports in NICE
• Handle technical issues and all other usage issues in NICE
• Assist with time-off groups and time-off management
• Assist with scheduling groups and scheduling management
• Assist with skillset grouping and skillset management
• Assist with onboarding and offboarding management
• Handle teammates’ time-off requests, shift bids, and the daily/sub-daily exception management in real-time
• Monitor and assess the status of the queues, open inventory, and intra-day staffing trends, and execute the queueing and staffing plan
• Monitor and assess the global headcount rates, including the shrinkage and coverage rates in real-time and execute the queueing and staffing plan
• Handle teammates’ overtime management
• Analyze key metrics reports including but not limited to volume, adherence, service Levels, productivity, etc. to identify trends, issues, and opportunities, uncover levers impacting these issues, and develop recommendations for improvement
• Update management and stakeholders on schedule adherence, servicing intra-day and daily metrics
• Provide functional support to the WFM/RTM 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

• Record notable events and communicate to stakeholders

Requirements:

The preferred candidate will have a successful track record of problem solving, a “can-do” attitude, excellent communication skills and the ability to liaise across the organization, in addition to:

• A passion and commitment to work on behalf of the customer – internal and external
• 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 contact center solutions, 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

Qualifications:

• BS/BA degree in related field required or the equivalent professional experience in addition to 2 years’ work experience in a workforce/real-time management
• Must have experience with Workforce Management software (NICE, Genesys etc.) that includes forecasting, scheduling, real-time adherence functionality
• Administrative experience in WFM/RTM tool – NICE preferred

Preferred Qualifications:

• 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:

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 [email protected].

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.