Real Time Analyst

Real Time Analyst

Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.

This is where you and your skills come in. We're currently looking for a Real Time Analyst.

The Real Time Analyst will provide optimal workforce planning for various sales channels and ensure flawless delivery of sales capacity and planning efforts.

Planning and Scheduling. Complete all scheduling requirements including creating and optimizing business rules and policies. Administer and maintain workforce planning systems. Accurately forecast, create schedules and adjust staffing based on real time data. Ensuring rostering and scheduling is logistically sound, efficient and effective.

Analytics and Reporting. Analyze real-time data and raise anomalies to minimize sales impact, while assisting in short-term forecasting and scheduling.

Forecasting. Utilize data-driven analysis to make recommendations for workforce management strategies, improve customer experience and control labor costs. Support the monthly business review planning cycle to continually transform and improve the workforce and operating model. Developing and implementing mitigation strategies when variances in resourcing or workload occur.

Collaboration and Communication. Conduct outlook meetings with stakeholders and provide insights and recommendations for decision making. Partner with stakeholders to transition new projects and campaigns seamlessly. Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate response.

Process Improvement. Support the monthly business review planning cycle to continually transform and improve the workforce and operating model. Developing and implementing mitigation strategies when variances in resourcing or workload occur.

• 2 + years' experience as a roster coordinator or workforce planner, BPO or contact center preferred
• Comprehensive and contemporary knowledge in Workforce Planning principles and systems, forecasting, scheduling, time and attendance, utilization, productivity, shrinkage, workforce analytics and relevant industrial awards and instruments.
• Proven analytical, reporting and data management capability with ability to interpret and action-plan results.
• Knowledge in Tableau and Python
• Experience in workforce planning across a 24/7 operation.
• Understanding of Contact Center and UCaaS telephony solutions.
• Demonstrated problem solving, planning and prioritization skills.
• A strong customer centric mindset.
• Outstanding communication and stakeholder management skills which you use to engage, influence and negotiate with stakeholders.
• Workforce management theory, application, technologies and KPIs.

• Capacity Planning and Forecasting skills - Workforce Planning fundamentals and Technical Capabilities. Experience in a similar role with proven experience with forecasting, scheduling, analysis, and interpretation of Contact Centre data trends for multi-channel contacts and back-office task planning.
• Analytical skills - Proven ability to collect, process and critically interpret data from a variety of sources.
• Presentation skills - Proven ability to present information in a format to successfully influence outcomes.
• Communication Skills - Strong communication skills with the ability to build and manage relationships both externally and internally. The passion to communicate and collaborate with a variety of stakeholders, coupled with the ability to influence and present to them.
• Collaboration - ability to work across functions with peers in other groups to ensure collaboration for shared goals.
• Integrity - high degree of confidentiality to manage sensitive and privileged information.
• Tech Savvy - Highly proficient in MS Office suite - especially MS Excel and MS PowerPoint. Highly proficient in Tableau reporting. Highly proficient in Python (or equivalent platform) for big data mining and formulation. Knowledge of workforce planning technology and best practices. Highly proficient in SFDC reporting.
• Willing to work on night shift (11:00 pm - 8:00 am PST)
• Willing to work on hybrid setup (10-11 days in office per month, Cubao or Ortigas)

• Comprehensive HMO package (medical and dental)
• Paid time off and paid sick leave
• Quarterly Performance Bonus
• Employee Assistance and Wellness Programs

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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