资料

职位描述

Primary Job Responsibilities:
This person will be responsible for the development, maintenance, analysis, and daily administration of PayPal China operations including the conducting shift, managing PTO, and scheduling all training and meeting times requested by the Bussiness Units.
1. Provide the two week schedule tests weekly and include the data on the weekly reports.
2. Provide detailed notes on specific events that the BU should be aware of; new hires, shift in process, schedule moves, mass trainings/meetings out of the weekly norm, etc.
3. Provide the 10 week schedule test biweekly in eWFM (until simulation is available) and include the data on the weekly report.
4. Provide information in regards to SL variances both in previous weeks and current/future weeks.
5. Hold training sessions as necessary to train new supervisory staff on eWFM, RTA, eSP, Adherence Report, Status Change Form Process, Scheduling Guidelines, and the Exception Process.
6. Quarterly review of Access to eWFM and RTA. Permissions/Filters, etc

JOB QUALIFICATIONS
A. Education
Bachelors' degree or equivalent work experience preferred.
B. Experience
Experience in call center control, real-time monitoring, and queue management to meet and exceed service level goals preferred
Experience in system and database administration (logins, settings, and system upkeep) preferred
Call center workforce management exposure preferred
C. Knowledge, Skills, and Abilities
1. Strong knowledge of the PayPal business model including the following: the PayPal product, organizational structure, and daily operations of a call center and its functions
2. Ability to learn and adapt to new software technologies
3. Strong working knowledge of PC based internet and software applications
4. Strong knowledge of external systems and software (The Internet, Microsoft Office-Access, Outlook, Word, Excel, Power Point, Visio)
5. Basic Knowledge of internal systems & software (Kana, PDA(ECS), Admin Tools, Aspect ACD, ATTACK, Crystal Reports).
6. Strong organizational, communication, and interpersonal skills
7. Excellent written and oral communication
8. Ability to direct and motivate others
9. Unwavering attention to detail
10. Well-developed sense of urgency and follow through
11. Ability to work flexible hours and remain flexible
12. Ability to handle multiple projects under pressure
13. Must be a team player willing to support and accept the total quality processes and systems
14. Internet savvy, problem-solving abilities, analytical
15. Must also have the ability to work independently; also have the ability to report to a variety of project managers and superiors
16. Accurate decision making skills
17. Attention to detail
18. Fosters a positive, cooperative attitude with all company employees
19. Practices the company Core Values
20. Ability to work with every level of management
21. Training of analysts
22. Process improvement
23. Managing projects with strong follow up skills