Real Time Analyst (Pooling)

REAL TIME ANALYST

Say hello to possibilities at Acquire Asia Pacific Philippines Inc. (Acquire BPO) under the RingCentral account (RingCentral).

It’snoteverydaythat you consider starting a new career.We’reAcquire BPO, andwe’rehappy that someone as talented as youisconsidering this role. First, a little about our client, RingCentral is a$2 billionglobal 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.

RingSenseAI is RingCentral’s proprietary AI solution.It’sdesigned to fit the business needs of customers, orchestrated to beaccurateand 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’recurrently lookingfor aReal TimeAnalyst to support us, RingCentral.

To succeed in thisroleyou 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 issuesimpactingservice delivery.

• Real Time Logistics. Work on seat planning capacity andaddressboth seat and phone requirements.

Desired Qualifications:

• 2+ yrsminimumworkforce management experience

• 2+ yrs minimum extensive background in real-time and queue management

• 2+ yrsminimumworking knowledge ofACD,Workforce schedulingandforecasting tools;highly preferred (e.gVerint,Calabrio,AspecteWFM, NICE IEX,RingWEMetc.)

• Highly proficient in usingMicrosoft 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.

Whatweoffer:

We offer all the work/life benefits you could everwant, (and none of themicromanagement.)

• 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.

AcquireBPO is an award-winning, global business outsourcer with 8,500+ staffoperatingout 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 contactcenterand back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education, and retail.We'rerecognized 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'relooking 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 andbenefitspackages.

AcquireBPO is anequal-opportunityemployer 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:

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