Resource Planner
Say hello to opportunities 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+ annual revenue company with double digit Annual Recurring Revenue (ARR) and a $93 Billion market opportunity in UCaaS, Contact Center and AI-powered adjacencies. They invest more than $250 million annually to ensure their AI-enabled technology and platforms meet or exceed the needs of customers.
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 Resource Planner
The Resource Planner will provide optimal workforce planning for various contact channels and ensure flawless delivery of customer service.
Planning and Scheduling. Complete all scheduling requirements including creating and optimizing business rules and policies. Administer and maintain workforce planning systems. Accurately forecast, create schedules and adjust staffing based on real time data. Ensuring rostering and scheduling is logistically sound, efficient and effective.
Analytics and Reporting. Analyze real-time data and raise anomalies to minimize customer impact, while assisting in short-term forecasting and scheduling.
Forecasting. Utilize data-driven analysis to make recommendations for workforce management strategies, improve customer experience and control labor costs. Support the monthly business review planning cycle to continually transform and improve the workforce and operating model. Developing and implementing mitigation strategies when variances in resourcing or workload occur.
Collaboration and Communication. Conduct outlook meetings with stakeholders and provide insights and recommendations for decision making. Partner with stakeholders to transition new projects and campaigns seamlessly. Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate response.
Process Improvement. Support the monthly business review planning cycle to continually transform and improve the workforce and operating model. Developing and implementing mitigation strategies when variances in resourcing or workload occur.
To succeed in this role you must have the following:
2 + years’ experience as a roster coordinator or workforce planner, BPO or contact center preferred
Outstanding communication and stakeholder management skills which you use to engage, influence and negotiate with stakeholders.
Desired Qualifications:
Workforce Capacity Planning and Forecasting skills - Workforce Planning fundamentals and Technical Capabilities. Experience in a similar role with proven experience with forecasting, scheduling, analysis, and interpretation of Contact Centre data trends for multi-channel contacts and back-office task planning. Comprehensive and contemporary knowledge in Workforce Planning principles and systems, forecasting, scheduling, time and attendance, utilization, productivity, shrinkage, workforce analytics and relevant industrial awards and instruments.Workforce management theory, application, technologies and KPIs.
Analytical and Problem-solving skills - Proven ability to collect, process and critically interpret data from a variety of sources. Demonstrated problem solving, planning and prioritization skills. Proven analytical, reporting and data management capability with ability to interpret and action-plan results. Highly proficient in MS Office suite - especially MS Excel and MS PowerPoint. Knowledge of workforce planning technology and best practices.
Presentation skills - Proven ability to present information in a format to successfully influence outcomes.
Collaboration and Communication Skills - Strong communication skills with the ability to build and manage relationships both externally and internally. A strong customer centric mindset. Outstanding communication and stakeholder management skills which you use to engage, influence and negotiate with stakeholders.
Integrity - high degree of confidentiality to manage sensitive and privileged information
Willing to work on night shift, shifting schedules and holidays.
Willing to work on hybrid setup (10-11 days in office per month, Cubao or Ortigas)
What we offer:
Comprehensive HMO package (medical and dental)
Paid time off and paid sick leave
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.
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