Workforce Planning Specialist

4 days ago


Manila, National Capital Region, Philippines RingCentral Full time
Overview

RingCentral/Acquire BPO is a global provider of cloud-unified communications and collaboration solutions. We are committed to delivering exceptional customer experiences and are seeking a highly skilled Workforce Planning Specialist to join our team.

The successful candidate will be responsible for providing optimal workforce planning for various sales channels and ensuring flawless delivery of sales capacity and planning efforts.

Responsibilities:
  • Planning and Scheduling: Create and optimize 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 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.
  • 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.
Requirements:
  • 2+ years' experience as a roster coordinator or workforce planner, BPO or contact center preferred.
  • Comprehensive 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.
  • 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.


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