Real Time Analyst (Pooling)

About the role

Acquire BPO, the Philippine partner of RingCentral, is hiring a Real Time Analyst to support RingCentral's operations. The role covers intraday management, real-time monitoring, queue management and contingency mitigation, and is based in Manila.

Key responsibilities

• Intraday management: real-time monitoring, skilling and queue management
• Root cause analysis: analyse trends and volumes, report findings and give recommendations to meet SLAs
• Contingency mitigation: handle agent adherence and align the business with planned shrinkage, assumptions and efficiency targets
• Crisis liaison: act as point of contact for system outages and service-delivery issues
• Real-time logistics: work on seat planning and address both seat and phone requirements

Required profile

• At least 2 years of workforce management experience
• At least 2 years of extensive background in real-time and queue management
• Bachelor's degree in a related field
• Availability to work primarily on weekends, with flexibility to cover weekday shifts

Required skills

• Working knowledge of ACD, workforce scheduling and forecasting tools (highly preferred: Verint, Calabrio, Aspect eWFM, NICE IEX, RingWEM)
• High proficiency in Microsoft Excel (VBA and Macros)

What we offer

• Flexible hybrid work setup
• HMO package covering medical and dental
• Personal time off leaves
• Quarterly performance bonus
• Employee assistance and wellness programs