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.

What you need to know about the role:

The Dialer and RTM Analyst will join the Global Collections team supporting dialer and workforce management operations.

This role will manage:
1) Collections Outbound Campaigns
3) Inbound Queue Servicing Optimization
4) Provide contact centre support to our operations teams

Meet our team:

Our mission is to drive connects, contacts, productivity, and efficiency across business units and segments. We strive to serve customers via inbound and outbound phone calls, email, or SMS at maximum effectiveness. Supporting operations with data-driven recommendations to forecast, staff, and deliver results with consistency.

Your way to impact:

Your way to impact includes creation, development, maintenance, and real-time monitoring of dialer lists, leveraging LiveVox, Genesys and NICE technology. You will also support by inputting same-day schedule change requests within service level. This role requires strong data analysis skills and the ability to develop accurate, concise, informative reporting, both long-term and ad hoc.

Your day to day:

· Real-time monitoring of outbound/inbound dialing, importing dialer lists, starting/stopping campaigns, activity communication, adjusting dialing pace, flagging agent behavior to leadership, and ensuring all metrics remain within acceptable ranges.

· Develop and maintain pieces of the dialer system across multiple applications, agent profiles and assignments to contact list criteria, and build parameters.

· Daily input of all scheduling adjustments in the Workforce Management system.

· Regular collaboration with operations leadership and balancing internal goals.

· Auditing of dialer settings and maintaining compliance with all regulatory restrictions, internal and external.

· Timely response to questions, requests, and issues from multiple departments across all platforms.

What do you need to bring:

· 2+ years collections experience in a voice contact center environment.

· Advanced knowledge of web-based software applications, LiveVox and Genesys dialer system, MS Excel, and basic understanding of scripting/programming languages.

· Analytical skills in a high-pressure, time-sensitive environment.

· Flexible hours including after-hours/on-call responsibilities.

· Strong problem-solving techniques to evaluate criteria and obtaining results on matters of significance to the business.

· Direct experience in report analysis and providing data driven suggestions.

**We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates. Please don't hesitate to apply.

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

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 our website paypal.com.

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.

R0098158

Job Type: Full-time

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work Location: Remote

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