Workforce Capacity Planner

This is where you and your skills come in. We’re currently looking for a Workforce Capacity Planner who has experience in building and maintaining complex forecasting models, knowledge, and experience in capacity planning and resource forecasting. This role reports directly to the Workforce Manager and will be part of the Manila Workforce Management Team.

• Workforce Planning & Forecasting - accurately forecast, create schedules and adjust staffing based on real time data; develop forecast and schedule models that maximizes efficiency and productivity; ensure rostering and scheduling is logistically sound, efficient and effective; ensure proper planning for workforce leaves; ensure regular monitoring of schedules to met key service requirements

• Data Analysis - analyze inbound volume of transactions (calls, emails, chat, web cases) and its patterns across the Sales and Service centers; develop mitigation strategies when variances in resourcing occur ; utilize telephony functionality, Customer Service Managers and 3rd party providers data to identity potential process and performance improvements; foster and grow the analytics capability within the team and implement use of analytics tools (i.e. PowerBi) to ensure service delivery

• Business Collaboration - collaborate with Team Leaders and Management to enhance productivity and utilization; provide performance recommendations to improve performance and achievement of business metrics; consult internal and external stakeholder to get more insights and provide reports for management decision making; respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate response; serve as the primary resource management contact, fostering strong stakeholder relationships, providing guidance, and facilitating resource meetings to address gaps, changes, and future needs, ensuring optimal deployment; cascade Resource Management principles and promote the value in effective Resource Management

To succeed in this role, you must have:

• 2+ years’ experience as a roster coordinator, roster manager, or workforce planner

• Forecasting and planning experience, with a strong operations background (call center experience is an advantage)

• Experience in building and maintaining complex forecasting models

• Data forecasting/scheduling and use of related software packages

• Workforce management theory, application, technologies and KPIs

• A solution focused mindset, strong work ethic and attention to detail

• Experience with advanced Excel

• Be willing to work on night shift and support hybrid work setup (10-11 days a month required to be onsite, Cubao and/or Ortigas office)

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 People team recruits, supports, and rewards the talented people who are reimagining the world of communications. You’ll be part of a team that partners with business unit leaders and provides world-class HR support. The People team also refines and improves our Total Rewards program—an innovative, holistic package of benefits that provides RingCentral employees with the tools, resources, and environment they need to grow their careers and do the best work of their lives. 

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

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.

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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.