Workforce Management Expert
6 days ago
Unlock new opportunities at RingCentral under the Acquire BPO account.
We're currently looking for a Resource Planner who will provide optimal workforce planning for various contact channels and ensure flawless delivery of customer service.
Key Responsibilities:- Staffing and Scheduling: Complete all 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.
- Data Analysis and Reporting: Analyze real-time data, raise anomalies to minimize customer impact, and assist in short-term forecasting and scheduling.
- Strategy and Planning: 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, providing 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.
To be successful in this role, you must have:
- 2+ years' experience as a roster coordinator or workforce planner, BPO or contact center preferred.
- Excellent communication and stakeholder management skills.
- Workforce 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.
- Collaboration and Communication 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 on night shifts, shifting schedules, and holidays.
- Ability to work in a hybrid setup (10-11 days in office per month).
RingCentral provides cloud-unified communications and collaboration solutions.
Acquire BPO operates globally with over 8,500 staff across multiple locations.
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