WFM Workforce Analyst in Mexico City at honor foundations

Date Posted: 3/12/2025

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Mexico City
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    3/12/2025

Job Description

The Company

PayPal has been revolutionizing commerce globally for more than 25 years. Creating innovative experiences that make moving money, selling, and shopping simple, personalized, and secure, PayPal empowers consumers and businesses in approximately 200 markets to join and thrive in the global economy. 

We operate a global, two-sided network at scale that connects hundreds of millions of merchants and consumers. We help merchants and consumers connect, transact, and complete payments, whether they are online or in person. PayPal is more than a connection to third-party payment networks. We provide proprietary payment solutions accepted by merchants that enable the completion of payments on our platform on behalf of our customers.

We offer our customers the flexibility to use their accounts to purchase and receive payments for goods and services, as well as the ability to transfer and withdraw funds. We enable consumers to exchange funds more safely with merchants using a variety of funding sources, which may include a bank account, a PayPal or Venmo account balance, PayPal and Venmo branded credit products, a credit card, a debit card, certain cryptocurrencies, or other stored value products such as gift cards, and eligible credit card rewards.  Our PayPal, Venmo, and Xoom products also make it safer and simpler for friends and family to transfer funds to each other. We offer merchants an end-to-end payments solution that provides authorization and settlement capabilities, as well as instant access to funds and payouts. We also help merchants connect with their customers, process exchanges and returns, and manage risk. We enable consumers to engage in cross-border shopping and merchants to extend their global reach while reducing the complexity and friction involved in enabling cross-border trade. 

Our beliefs are the foundation for how we conduct business every day.  We live each day guided by our core values of Inclusion, Innovation, Collaboration, and Wellness. Together, our values ensure that we work together as one global team with our customers at the center of everything we do – and they push us to ensure we take care of ourselves, each other, and our communities.

Job Description Summary:

This is an excellent opportunity for a highly motivated team player with robust workforce management skills. The ideal candidate will showcase deep understanding of translating planning/forecasting staffing requirements into optimal schedules. If you have passion for managing global scheduling, ensuring work-life balance, and monitoring key workforce metrics to enhance operational efficiency, we invite you to be part of our innovative team.

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 workforce management processes ensuring servicing our customers almost in real-time managing schedules, coverage, and shrinkage accordingly
•Execute the hiring plan by analysing global attrition, headcount needs, and shift bidding process
•Execute the time-off management
•Analyse short-range forecasting, schedule performance, forecast accuracy, and underlying assumptions, as well as historical trends, and make continuous adjustments and improvements to the forecasting, headcount planning, and scheduling process, working closely with our planning team to make sure service levels goals are met
•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
•Analyse 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 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

•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

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 call center operations 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

Additional Job Description:

Subsidiary:

PayPal

Travel Percent:

0

For the majority of employees, PayPal's balanced hybrid work model offers 3 days in the office for effective in-person collaboration and 2 days at your choice of either the PayPal office or your home workspace, ensuring that you equally have the benefits and conveniences of both locations.

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:

Click Here to learn more about our culture and community.

Commitment to Diversity and Inclusion 

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 talentaccommodations@paypal.com.  

Belonging at PayPal: 

Our employees are central to advancing our mission, and we strive to create an environment where everyone can do their best work with a sense of purpose and belonging. Belonging at PayPal means creating a workplace with a sense of acceptance and security where all employees feel included and valued. We are proud to have a diverse workforce reflective of the merchants, consumers, and communities that we serve, and we continue to take tangible actions to cultivate inclusivity and belonging at PayPal.

Any general requests for consideration of your skills, please Join our Talent Community.

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

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