Real-Time Operations Analyst – Hybrid, Bonus & HMO

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).

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:

• 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 Data Privacy Policy