WFM & Contact Center Expert — Production-Driven

RingCentral

Manila

On-site

PHP 1,200,000 - 2,400,000

Full time

14 days+

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Benefits offered by this job

Comprehensive HMO

Personal Time Off

Quarterly Performance Bonus

Job summary

RingCentral is seeking a Contact Center Expert - Workforce Management in the Philippines to lead complex WFM engagements across multi-site operations. You will review forecasting models, scheduling configurations, adherence tracking, and QM-driven improvements.

This role collaborates with Technical Success Managers to deliver actionable findings and product feedback. The ideal candidate has 7+ years in WFM, hands-on experience with NICE/Calabrio/Verint, and a track record of improving forecast

Qualifications

Minimum 7 years of hands-on WFM work with multi-site experience.
Deep hands-on experience with NICE WFM, Calabrio WFM, or Verint WFM.
Owns WFM configuration for multi-site operations and scheduling decisions.
Experience diagnosing WFM configuration failures in production.
Documented project history with measurable outcomes for audits.

Responsibilities

Engage customers as a pull-in specialist for domain depth and complex configurations.
Lead time-bound engagements: discovery, configuration reviews, and design workshops.
Assess WFM platform health: forecasting, scheduling, and adherence outputs.
Review forecast methodology using historical data and pattern analysis.
Evaluate schedule configurations, templates, and coverage gaps.
Configure real-time adherence and multi-site WFM design.