People Matter

WFM Manager for Capacity Planning & Reports



Manila, Philippines
Posted on Sunday, April 7, 2024

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

It’s not every day that you consider starting a new career. We’re Acquire BPO, and we’re happy that someone as talented as you are considering this role. First, a little about our client, RingCentral is a $2 billion global 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.

This is where you and your skills come in. We’re currently looking for a WFM Manager for Capacity Planning & Reports. This role will work within an existing team to deliver high quality capacity planning, forecasting and reporting to ensure optimal staffing and achievement of business objectives. RingCentral has over 600+ seat omnichannel contact centers operating in 4 locations internationally and will be supporting the Customer Care Department. The role will have 2 direct reports within the WFM team and report to the Director for Workforce Management, Reporting and Analytics.

This position involves ensuring that the organization meets their goals while managing resources effectively by creating, maintaining both long term and short-term forecasts and capacity plans to present to senior stakeholders and provide recommendations on recruitment numbers, possible efficiencies and performance insights.

Key Duties:

  • Workforce Planning & Forecasting - do short and long term forecasting, accurately forecast, creating and managing a data set to best match the forecast whilst working within the parameters of relevant contractual obligation, produce monthly revision of people requirements based on updated data and using this to feed a long-term forecasting and planning model; support process structure for workforce planning tasks to ensure integrity of data and analytical outcomes; utilize forecasting models and predictive analytics to anticipate future workforce needs, cost impact and skill requirements; deliver against industry best practice and emerging trends in workforce planning and incorporate relevant innovations into the Workforce Management Teams approach; develop workforce scenarios to address potential challenges such as changes to market dynamics, technology advancements and industry disruptions; continuously evaluate and refine workforce planning processes and methodologies to enhance effectiveness and efficiency.

  • Data Analysis & Reporting - gather a variety of call and agent data, analyzing, formatting and presenting to key stakeholders daily, weekly and monthly in varying formats; gathering and maintain data sets to highlight trends and react to these with appropriate planning and communication responses; generate detailed reports for line managers and other relevant stakeholders on a weekly and monthly basis

  • Business Collaboration - represent the Workforce Management Team in key projects, scenario and information requests from stakeholders; establish and maintain close working relationships with local and global key stakeholders to keep abreast of business strategies, departmental and organizational requirements;

  • Team and People Management - engage new and existing staff to educate and gain buy-in on workforce planning discipline; provide leadership, support, guidance, and mentoring to team members, ensuring accountability and performance excellence; coach and share knowledge and support the development of the Workforce Management Team

To succeed in this role, you must have:

  • 3+ years of Workforce Management experience at supervisory or managerial level

  • Proven experience in forecasting, scheduling, analysis and interpretation of Contact Center data trends for multi-channel contacts and back-office tasks

  • Experience in creating and managing modelling scenarios for changes in multi-channel and multi-location environment with 24/7 operations

  • With understanding of Contact Center Telephony solutions and knowledge of workforce planning technologies and best practices

  • Advance skills on MS Office suite - Excel and PowerPoint

  • Strong communication skills with the ability to build difficult relationships both externally and internally.

  • Willingness to work on night shift and support hybrid work setup (10-11 days a month required to be onsite, Cubao and/or Ortigas office)

What we offer:

  • Comprehensive HMO package (medical and dental)

  • Paid time off and paid sick leave

  • Quarterly Performance Bonus

  • Employee Assistance and Wellness Programs

RingCentral’s People team recruits, supports, and rewards the talented people who are reimagining the world of communications. You’ll be part of a team that partners with business unit leaders and provides world-class HR support. The People team also refines and improves our Total Rewards program—an innovative, holistic package of benefits that provides RingCentral employees with the tools, resources, and environment they need to grow their careers and do the best work of their lives.

RingCentral’s work culture is the backbone of our success. And don’t just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: RingCentral is committed to hiring and retaining great people because you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

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.