Employee Scheduling Coordinator

4 days ago


Manila, National Capital Region, Philippines RingCentral Full time

Career growth awaits at RingCentral under the Acquire BPO account.

We seek a Resource Planner who will optimize workforce planning for various contact channels and ensure excellent delivery of customer service.

Main Responsibilities:
  1. Workforce Planning and Optimization: Develop and implement scheduling requirements, including creating and optimizing business rules and policies. Administer and maintain workforce planning systems, accurately forecasting, creating schedules, and adjusting staffing based on real-time data.
  2. Data Analysis and Insights: Analyze real-time data, raise anomalies to minimize customer impact, and assist in short-term forecasting and scheduling.
  3. Strategic Recommendations: Utilize data-driven analysis to make recommendations for workforce management strategies, improve customer experience, and control labor costs.
  4. Stakeholder Collaboration: Conduct outlook meetings with stakeholders, providing insights and recommendations for decision making.
  5. Operational Improvement: Support the monthly business review planning cycle to continually transform and improve the workforce and operating model.

To excel in this role, you must possess:

  • 2+ years' experience as a roster coordinator or workforce planner, BPO or contact center preferred.
  • Exceptional communication and stakeholder management skills.
Preferred Qualifications:
  • Workforce Capacity Planning and Forecasting skills: Experience in a similar role with proven experience with forecasting, scheduling, analysis, and interpretation of Contact Centre data trends.
  • Analytical and Problem-solving skills: Proven ability to collect, process, and critically interpret data from various sources.
  • Presentation skills: Proven ability to present information in a format to successfully influence outcomes.
  • Communication and Relationship-building skills: Strong communication skills with the ability to build and manage relationships both externally and internally.
  • Confidentiality: High degree of confidentiality to manage sensitive and privileged information.
  • Ability to work flexible hours, including night shifts, shifting schedules, and holidays.
  • Ability to work in a hybrid setup (10-11 days in office per month).
About Our Culture:

RingCentral values innovation and customer satisfaction.

Acquire BPO prioritizes employee well-being and offers a comprehensive benefits package.



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