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Workforce Management Expert

1 week ago

Manila, National Capital Region, Philippines RingCentral Full time
About RingCentral
RingCentral is a US-based company that provides cloud-based unified communications and collaboration solutions to businesses worldwide. Our mission is to empower employees to work more efficiently, effectively, and collaboratively, regardless of their location or device.

Job Description
The Resource Planner will be responsible for providing optimal workforce planning and scheduling for various contact channels. This includes creating and optimizing business rules and policies, administering and maintaining workforce planning systems, and analyzing real-time data to identify trends and areas for improvement. The ideal candidate will have at least 2 years of experience in a similar capacity, preferably in a BPO or contact center environment.

Responsibilities
- 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.
- Analytics and Reporting: Analyze real-time data and raise anomalies to minimize customer impact. Assist 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.
- Collaboration and Communication: Conduct outlook meetings with stakeholders and provide insights and recommendations for decision making.
- Process Improvement: Support the monthly business review planning cycle to continually transform and improve the workforce and operating model.

What We Offer
We offer a comprehensive HMO package (medical and dental), paid time off, paid sick leave, quarterly performance bonus, employee assistance and wellness programs, and a hybrid setup.