Key Facts

Remote From:

Full time

4 - 4K yearly

English

Hard Skills

Excel Formulas Workforce Planning Queue Management Industry Trend Analysis IP Routing Incident Management Automatic Call Distributor Staffing Software Root Cause Analysis Forecasting Management Capacity Planning Contingency Planning AspectJ Stakeholder Communications Shift Scheduling

Other Skills

•
Problem Reporting

Roles & Responsibilities

2+ years minimum workforce management experience
2+ years minimum extensive background in real-time and queue management
2+ years minimum working knowledge of ACD, Workforce scheduling and forecasting tools (e.g., Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM)
Highly proficient in Microsoft Excel (VBA and Macros)

Requirements:

Intraday management
Real-time monitoring, skilling, and queue management functions
Root cause analysis
Crisis liaison

Job description

REAL TIME ANALYST

Say hello to possibilities 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 global leader in cloud-based communications and collaboration software. RingCentral is fundamentally changing the nature of human interaction—giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

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 Real Time Analyst to support us, RingCentral.

To succeed in this role you must have experience in:

Intraday Management. Real-time monitoring, skilling, and queue management functions.

Root Cause Analysis. Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs.

Contingency Mitigation. Handle agent adherence and ensure that the business is aligned with the planned shrinkages, assumptions, and efficiency targets.

Crisis Liaison. Act as POC for any system outages and any issues impacting service delivery.

Real Time Logistics. Work on seat planning capacity and address both seat and phone requirements.

Desired Qualifications:

2+ yrs minimum workforce management experience

2+ yrs minimum extensive background in real-time and queue management

2+ yrs minimum working knowledge of ACD, Workforce scheduling and forecasting tools; highly preferred (e.g Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM etc.)

Highly proficient in using Microsoft Excel (VBA and Macros)

Bachelor’s degree in a related field

Must be available to work primarily on weekends, with the flexibility to cover weekday shifts.

What we offer:

We offer all the work/life benefits you could ever want, (and none of the micromanagement.)

Flexible work arrangement (Hybrid Set Up)

Comprehensive HMO package (medical and dental)

Personal Time Off Leaves

Quarterly Performance Bonus

Employee Assistance and Wellness Programs

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:

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