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' 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.
RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Global Service and Support (GSS) Team to make sure we stay ahead of the competition.
Acquire BPO is currently looking for a Real Time Analyst to support us, RingCentral.
To succeed in this role you must have experience in:
Real-time monitoring, skilling, and queue management functions.
Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs.
Handle agent adherence and 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.
Work on seat planning capacity and address both seat and phone requirements.
Desired Qualifications:
Bachelor's degree in a related field with a minimum of one-year workforce management experience preferred.
Extensive background in real-time and queue management
Strong mathematical, analytical, and organization skills
Has basic to sophisticated knowledge of Workforce Management methodologies.
Knowledge of ACD and Workforce scheduling and forecasting tools highly preferred (e.g Verint, Aspect eWFM, NICE IEX, etc.)
Highly proficient in using Microsoft Excel (VBA and Macros)
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
To know more about the Acquire-RingCentral Manila collaboration, you may visit
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
RingCentral
We have 15-years' 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.
RingCentral is the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Global Service and Support (GSS) Team to make sure we stay ahead of the competition.
Acquire BPO is currently looking for a Real Time Analyst to support us, RingCentral.
To succeed in this role you must have experience in:
Real-time monitoring, skilling, and queue management functions.
Analyze trends and volumes and provide updated reports and analytical recommendations to meet SLAs.
Handle agent adherence and 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.
Work on seat planning capacity and address both seat and phone requirements.
Desired Qualifications:
Bachelor's degree in a related field with a minimum of one-year workforce management experience preferred.
Extensive background in real-time and queue management
Strong mathematical, analytical, and organization skills
Has basic to sophisticated knowledge of Workforce Management methodologies.
Knowledge of ACD and Workforce scheduling and forecasting tools highly preferred (e.g Verint, Aspect eWFM, NICE IEX, etc.)
Highly proficient in using Microsoft Excel (VBA and Macros)
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
To know more about the Acquire-RingCentral Manila collaboration, you may visit
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
RingCentral
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Manila City, Metro Manila
Permanent
Full-time
Permanent
Full-time
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