Real-Time Operations Analyst — Hybrid, HMO & Bonus

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

Benefits offered by this job

Flexible work arrangement (Hybrid Set Up)

Comprehensive HMO package (medical and dental)

Personal Time Off – Leaves

Quarterly Performance Bonus

Employee Assistance and Wellness Programs

Job summary

RingCentral is looking for a Real Time Analyst to support their operations in Manila. The role includes real-time monitoring, trends analysis, and crisis management, requiring a Bachelor's degree and proficiency in workforce management.

Ideal candidates must have at least 2 years of related experience and be flexible to work primarily on weekends. The position offers a hybrid work arrangement and comprehensive HMO benefits.

Qualifications

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

Responsibilities

• Real-time monitoring, skilling, and queue management functions.
• Analyze trends and volumes to provide updated reports and analytical recommendations.
• Handle agent adherence and ensure business alignment with planned shrinkages.
• Act as point of contact for system outages and service delivery issues.
• Work on seat planning capacity and address seat and phone requirements.

Skills

Workforce management

Real-time and queue management

Microsoft Excel (VBA and Macros)

Education

Bachelor’s degree in a related field

Tools

ACD

Verint

Calabrio

Aspect eWFM

NICE IEX

RingWEM

Job description

RingCentral is looking for a Real Time Analyst to support their operations in Manila. The role includes real-time monitoring, trends analysis, and crisis management, requiring a Bachelor's degree and proficiency in workforce management.

Ideal candidates must have at least 2 years of related experience and be flexible to work primarily on weekends. The position offers a hybrid work arrangement and comprehensive HMO benefits.