real time AnalystRingCentral

What if you had the freedom of a startup and the resources of a global enterprise?
You'd break new ground. Raise the bar for performance. And do career-defining work.
That's exactly the kind of environment we're building together at RingCentral.
The RingCentral Sales team does more than close deals. We build, grow and nurture relationships-from small businesses to global enterprises. We've become the #1 global cloud-based communications provider because we're not just selling-we're changing the nature of communications. That's why RingCentral is the largest and fastest-growing pure-play provider in our space, with a market capitalization of over $18 billion, 30%+ annual growth, and a $1 billion annual revenue run-rate!
We're as proud of our working environment as we are of our market success. You'll find all the training, opportunity, and resources you could ever want here - with all the work/life benefits you expect, and none of the micromanagement. RingCentral regularly brings home Best Place To Work awards from locations all over the world, and outstanding company ratings on Glassdoor and Comparably!
RingCentral surrounds you with world-class technology and talent, in a people-first environment built from the ground up to help you do the best work of your career.
The Real-Time Analyst will work across multiple departments to provide detailed reports related to operational metrics and performance.
Job Responsibilities:
Real-time monitoring, skilling, and queue management functions.
Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs/targets.
Handle agent schedule and adherence to ensure that the business is aligned with the planned shrinkages, assumptions, and efficiency targets.
Act as POC for any system outages and any issues impacting service delivery.
Qualifications and Desired Skills:
Bachelor's degree in related field with a minimum of two years' workforce management experience preferred.
Has proven experience incapacity or resource planning.
Strong mathematical, analytical, and organization skills
Open to work on shifting schedules, holidays, and weekends.
Knowledge of the fundamental Workforce Management methodologies and concepts (Erlang, Occupancy, Utilization, SLA, Shrinkages, etc.,)
Knowledge of ACD and Workforce scheduling and forecasting tools highly preferred (e.g Verint, Pipkins, Aspect eWFM, NICE InContact, etc.)
Other qualifications:
Strong attention to details
Highly proficient in using Microsoft Excel (VBA and Macros)
Strong interpersonal skills, both written and verbal
Skilled in crafting report templates using excel and system dashboards (add)
Excellent work ethics
About RingCentral
RingCentral is the worldwide leader in cloud-based communications. Our software communications platform delivers phone, group chat, mobile communications, video calls, videoconference, contact center, and AI-driven digital engagement. It's a powerful, global presence that allows businesses to communicate anywhere, anytime with anyone.
RingCentral is headquartered in Belmont, California, and has offices around the world.
RingCentral 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. What if the solutions you sold changed the way the world communicates?
RingCentral

Manila City, Metro Manila
Permanent
Full-time