Business Operations Analyst

5 days ago

Manila, National Capital Region, Philippines RingCentral Full time
About the Role

We are seeking a highly skilled Business Operations Analyst to join our team at RingCentral/Acquire BPO. This is an exciting opportunity for someone who wants to work in a dynamic environment with a global provider of cloud-unified communications and collaboration solutions.

As a Business Operations Analyst, you will be responsible for providing optimal workforce planning for various sales channels and ensuring flawless delivery of sales capacity and planning efforts.

Key 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 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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