The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency.
This role requires on-site presence at our office 4 days a week to support effective collaboration and teamwork.
Key Responsibilities:
Strategic Planning and Scheduling
Complete all scheduling requirements including creating and optimizing business rules and policies
Administer and maintain workforce planning systems and real-time monitoring tools
Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance
Incorporate shrinkage forecasting (planned/unplanned) into scheduling models.
Ensure rostering and scheduling is logistically sound, efficient, and effective across all channels
Support capacity planning for new campaigns, seasonal fluctuations, and business growth initiatives
Optimize scheduling of offline activities such as breaks/lunches, training, coaching, etc.
Real-Time Analytics and Monitoring
Monitor real-time data and performance metrics to identify anomalies and operational risks
Implement immediate corrective actions to minimize customer impact during service level deviations
Provide tactical recommendations for intraday schedule adjustments and resource reallocation
Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours
Escalate critical issues to management with recommended solutions
Forecasting and Strategic Analysis
Utilize data-driven analysis to make recommendations for workforce management strategies
Support short-term, medium-term, and long-term forecasting initiatives
Develop and maintain forecasting models that account for seasonality, trends, and business drivers
Control labor costs while maintaining optimal customer experience standards
Support monthly business review planning cycle to continually transform and improve the workforce and operating model
Conduct scenario modeling and “what-if” analysis as needed
Collaboration and Communication
Conduct regular meetings with stakeholders to provide insights and recommendations for decision-making
Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly
Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses
Communicate real-time operational status and recommendations to management and floor supervisors
Provide daily, weekly, and monthly reporting on key performance indicators
Process Improvement and Innovation
Identify opportunities to enhance forecasting accuracy and scheduling efficiency
Develop and implement mitigation strategies when variances in resourcing or workload occur
Continuously evaluate and recommend improvements to workforce management tools and processes
Support automation initiatives and system enhancements
Maintain documentation of best practices and standard operating procedures
Key requirements:
2+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environment
Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage
Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans
Experience in workforce planning across 24/7 operations
Understanding of Contact Center and UCaaS telephony solutions
Demonstrated problem-solving, planning, and prioritization skills
Strong customer-centric mindset
Outstanding communication and stakeholder management skills
Ability to work under pressure and make quick decisions in real-time scenarios
Technical Skills:
Highly proficient in MS Office suite, especially Excel and PowerPoint
Experience with workforce management systems and real-time monitoring tools
Knowledge of workforce management theory, applications, technologies, and KPIs
Strong mathematical and statistical analysis capabilities
Preferred Qualifications:
Experience with Tableau reporting and data visualization
Knowledge of Python or equivalent platforms for data mining and analysis
Proficiency in SFDC reporting
Experience managing workforce across multiple channels (voice, chat, email, social media)
Certification in workforce management or related field
Specialized Skills:
Advanced Analytics - Ability to collect, process, and critically interpret data from various sources for both strategic and tactical decision-making
Real-Time Decision Making - Experience in making quick, data-driven decisions that impact immediate operational performance
Presentation and Influence - Proven ability to present complex information in formats that successfully influence outcomes across different stakeholder groups
Cross-functional Collaboration - Demonstrated ability to work across functions with peers in other groups to ensure collaboration for shared goals
Confidentiality and Integrity - High degree of discretion to manage sensitive and privileged operational information
This role is ideal for a workforce management professional who thrives in a dynamic environment and enjoys both strategic planning and real-time operational challenges.
About RingCentral
RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone™ (MVP™) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral® empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral 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.
#LI-JW1