Real Time Analyst (Pooling)

RingCentral; Manila; Hybrid; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Flexible work arrangement (hybrid setup)

Comprehensive HMO package (medical and dental)

Personal time off leaves

Quarterly performance bonus

Employee assistance and wellness programs

Job summary

Join RingCentral as a Real Time Analyst in Manila, where you will support their cloud-based communications services. You will be responsible for intraday management, root cause analysis, and liaising during system outages.

The ideal candidate has over 2 years in workforce management and real-time management, along with excellent skills in ACD tools and Microsoft Excel. The role offers a hybrid work environment and competitive benefits.

Qualifications

• 2+ years of workforce management experience.
• 2+ years of real-time and queue management experience.
• Must be available to work primarily on weekends, with flexibility to cover weekday shifts.

Responsibilities

• Real-time monitoring, skilling, and queue management.
• Analyze trends and volumes, provide reports and recommendations to meet SLAs.
• Handle agent adherence and ensure efficiency targets.

Skills

Workforce management experience

Real-time management experience

Proficient in Microsoft Excel (VBA and macros)

Education

Bachelor’s degree in a related field

Tools

ACD tools (e.g., Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM)

Job description

Real Time Analyst

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

We’re seeking a Real Time Analyst to support our client, RingCentral, a global leader in cloud-based communications and collaboration software.

Responsibilities

• Intraday Management – real‑time monitoring, skilling, and queue management.
• Root Cause Analysis – analyze trends and volumes, provide updated reports and recommendations to meet SLAs.
• Contingency Mitigation – handle agent adherence and ensure alignment with planned shrinkages, efficiency targets.
• Crisis Liaison – act as point of contact for any system outages and issues impacting service delivery.
• Real Time Logistics – work on seat planning capacity and meet seat and phone requirements.

Desired Qualifications

• 2+ years of workforce management experience.
• 2+ years of real‑time and queue management experience.
• Experience with ACD, workforce scheduling and forecasting tools (e.g., Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM).
• Highly proficient in Microsoft Excel (VBA and macros).
• Bachelor’s degree in a related field.
• Must be available to work primarily on weekends, with flexibility to cover weekday shifts.

What We Offer

• Flexible work arrangement (hybrid setup).
• Comprehensive HMO package (medical and dental).
• Personal time off leaves.
• Quarterly performance bonus.
• Employee assistance and wellness programs.

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.