People Matter

Senior Manager, Capacity Planning and Reporting



Manila, Philippines
Posted on Friday, June 7, 2024

Senior Manager, Capacity Planning and Reporting

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 Senior Manager Capacity Planning and Reporting

The Capacity Planning and Reporting Senior Manager 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. The role will have 2 direct reports within the WFM team and report to the Director Workforce Management, Reporting and Analytics.

Capacity Planning. This position involves ensuring that the organization meets their goals while managing resources effectively by creating and 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. Develop analytical models to transform and embed workforce planning readiness activities, including configuration of capacity plans with clear alignment to financial targets

Analytics and Reporting. Leverage advanced analytics to gather data insights and trends related to workforce performance, attrition and productivity to present to stakeholders including recommendations to improve performance. Maintaining data sets to highlight trends and react to these with appropriate planning and communication responses. 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. Generate detailed reports for line managers and other relevant stakeholders on a weekly and monthly basis.

Forecasting. Long term forecasting, creating and managing a data set to best match the forecast whilst working within the parameters of relevant contractual obligations. Producing monthly revision of people requirements based on updated data and using this to feed a long-term forecasting and planning model. 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.

Team Management. The role will have 2 direct reports within the WFM team and report to the Director Workforce Management, Reporting and Analytics. The two analysts provide and maintain regular reports to stakeholders within the Customer Care department including ad hoc requests. 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.

Collaboration and Communication. Establishing and maintaining close working relationships with local and global key stakeholders to keep abreast of business strategies, departmental and organizational requirements. Engage new and existing staff to educate and gain buy-in on workforce planning discipline. Represent the Workforce Management Team in key projects, scenario and information requests from stakeholders.

Process Improvement. Continuously evaluate and refine workforce planning processes and methodologies to enhance effectiveness and efficiency.

To succeed in this role you must have the following:

  • 5+ years’ experience in a leadership role within workforce planning uplift, strategy or management, BPO or contact center preferred

  • Experience in workforce planning across a 24/7 operation.

  • Understanding of contact Centre telephony solutions

Desired Qualifications:

  • 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. Proven ability to create and manage modeling of WFM scenarios for changes in multi-channel environments across multiple staffing locations with varying scheduling rules across each group.

  • Analytical skills - Proven ability to collect, process and critically interpret data from a variety of sources.

  • Presentation skills - Proven ability to present information in a format to successfully influence outcomes.

  • Communication Skills - Strong communication skills with the ability to build and manage relationships both externally and internally.

  • Collaboration - ability to work across functions with peers in other groups to ensure collaboration for shared goals.

  • Integrity - High degree of confidentiality to manage sensitive and privileged information

  • Tech Savvy - Highly proficient in MS Office suite - especially MS Excel and MS PowerPoint. Knowledge of workforce planning technology and best practices

  • Willing to work on night shift (11:00 pm - 8:00 am PST)

  • 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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