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Senior Business Analyst

2 weeks ago

Manila, National Capital Region, Philippines RingCentral Full time

Senior Business Analyst

Say hello to opportunities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It's not everyday that you consider starting a new career. We're Acquire BPO, and we're happy that someone as talented as you is considering this role. First, a little about our client: RingCentral is a $2 Billion+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers. 

RingSense AI is RingCentral's proprietary AI solution. It's designed to fit the business needs of customers, orchestrated to be accurate and precise, and built on the same open platform principles that RingCentral applies to their core software solutions.

This is where you and your skills come in. We're currently looking for a Senior Business Analyst

We are looking for a Senior Business Analyst to join our WFM Reporting and Analytics team. This individual will play a critical role in transforming workforce management data into actionable insights, driving strategic decisions, and improving the overall customer support experience. You'll work cross-functionally with Support Org, Customer Experience, ProServ, and Sales to analyze trends, identify areas of improvement, and support key initiatives through high-impact reporting and storytelling.

  • Data Analysis & Integration. Analyze and integrate large datasets from multiple sources including Salesforce, Verint, RingCentral, Tableau, PowerBI, and other internal systems to extract meaningful insights and recommendations. Monitor and improve data quality across systems and help build trust in our support reporting ecosystem.

  • Reporting & Analytics. Design and maintain standardized WFM reporting templates and KPI definitions. Create executive-level workforce analytics reports highlighting trends, risks, and opportunities. Develop scenario planning models for workforce strategy decisions.

  • Workforce Optimization. Analyze skill-based routing effectiveness and recommend optimization strategies. Identify automation opportunities and support operational excellence initiatives within the WFM organization.

  • Stakeholder Management. Partner closely with stakeholders to understand business goals and translate them into scalable, data-driven solutions. Collaborate with other Analytics, Operations, and Support teams to align on definitions, metrics, and best practices.

  • Strategic Planning & Innovation. Support business case development for WFM technology investments and process improvements. Stay current on developments in AI, advanced analytics, data tooling, and WFM industry best practices to identify opportunities for innovation in WFM analytics.

To succeed in this role you must have experience in:

  • 4+ years in Workforce Management, Business Analysis, or Data Analytics, preferably within contact center or customer support environments

  • Advanced WFM knowledge including forecasting methodologies, scheduling optimization, real-time management, and capacity planning principles

  • With strong analytical skills including statistical analysis, regression modeling, change point detection, and anomaly identification in workforce data

  • With knowledge of contact center KPIs including service levels, ASA, AHT, occupancy, shrinkage, schedule adherence, and agent utilization

Desired Qualifications:
 

  • Analytical Skills - Advanced Excel skills including pivot tables, statistical functions, and data modeling with experience in trend identification and predictive modeling

  • System Experience - Experience with WFM/contact center systems such as Verint, Calabrio, Genesys, or similar workforce management platforms

  • Technical Skills - Ability to develop, maintain, and optimize dashboards and reports in Tableau and other business intelligence tools, with experience in Salesforce data and reporting structures

  • Industry Knowledge - Background in contact center operations with understanding of omnichannel workforce dynamics

  • Project Management - Experience with WFM system implementations or process improvements

  • Communication Skills - Strong verbal and written communication skills with ability to present complex analytical findings to various stakeholder levels

  • Advanced Technical Skills - Proficiency with SQL and data querying for large, complex datasets, preference for experience with data pipeline development and ETL tools

  • Innovation Focus - Familiarity with AI/ML applications in workforce optimization and predictive analytics

  • Adaptability - Experience in fast-paced, high-growth environments with rapidly evolving workforce needs

  • Ability to work in a self-directed manner

  • Willing to work on a night shift 

  • Willing to work on hybrid setup days in office per month, Cubao or Ortigas)

What we offer: 

  • Comprehensive HMO package (medical and dental)

  • Paid time off and paid sick leave

  • Quarterly Performance Bonus

  • Employee Assistance and Wellness Programs

RingCentral's work culture is the backbone of our success. And don't just take our word for it: RingCentral is recognized as the Best Place to Work by Glassdoor, the Top Work Culture by Comparably and RingCentral holds local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success.

About RingCentral/Acquire BPO

RingCentral, Inc. is a US-based company engaged as a global provider of cloud-unified communications and collaboration solutions. It is being serviced in the Philippines by its offshore partner Acquire Asia Pacific Philippines, Inc.

Acquire BPO is an award-winning, global business outsourcer with 8,500+ staff operating out of Class A offices in 16 locations across the Philippines, Australia, the Dominican Republic, and the US, as well as from comprehensive Work-from-Home environments, where client-permitted. We are one of the fastest-growing BPO companies and Australia's largest outsourcer to the Philippines.

We have 15 years of experience delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail. We're recognized as being Safe, Flexible, and Innovative, giving our clients the capability to Outsource with confidence.

As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates to join our team and partner with one of the biggest cloud communications companies in the world - RingCentral. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages.

Acquire BPO is an equal-opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

By completing your application for this role, you:

  • Agreed that the information collected through this site will only be processed with your prior consent and for the purpose of facilitating your employment opportunities

  • Have read and agreed to our Data Privacy Policy 

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