Develop, maintain, and optimize dashboards and reports in Tableau to visualize support KPIs, operational trends, and business outcomes.
Partner closely with stakeholders to understand business goals and translate them into scalable, data-driven solutions.
Analyze large datasets from Salesforce (SFDC) and other internal systems to extract meaningful insights and recommendations.
Support ongoing improvements to our data infrastructure and reporting processes; contribute to the design and documentation of data pipelines and data models.
Monitor and improve data quality across systems and help build trust in our support reporting ecosystem.
Identify automation opportunities and support operational excellence initiatives within the Support organization.
Collaborate with Data Engineering and other Analytics teams to align on definitions, metrics, and best practices.
Stay current on developments in AI , advanced analytics, and data tooling to identify opportunities for innovation in support analytics.
To succeed in this role you must have experience in:
4+ years of experience in Business Analysis, Data Analytics, or a similar role, preferably within a Support or Customer Experience function.
Advanced proficiency with Tableau & Excel for data visualization and dashboard development.
Strong experience working with Salesforce (SFDC) data, objects, and reporting structures.
Proven ability to work with large, complex datasets using SQL or equivalent querying tools.
Excellent communication and stakeholder management skills; able to distill complex data into clear narratives.
Strong problem-solving skills and business acumen, with a bias toward action and impact.
Familiarity with Customer Support metrics (CSAT/DSAT, NPS, FCR, response times, etc.).
Requirements
Experience with data pipeline development and ETL tools (e.g., dbt, Airflow, Fivetran).
Familiarity with AI/ML concepts and their applications in support of customer analytics.
Background working in fast-paced, high-growth tech environments.
Analytical Skills - Solid proficiency in MS Office suite (especially Excel), and Google Workplace
Critical thinking Skills - high degree of judgment and discretion in managing stakeholder concerns, with strong problem solving skills and able to prioritize tasks and concerns
Stakeholder Management skills - ability to analyze, manage and handle stakeholder expectations
Multi-tasking - Ability to effectively prioritize multiple tasks, projects and deadlines simultaneously
Communication Skills - excellent verbal and written communication skills
Ability to work in a self-directed manner
Willing to work on hybrid setup (10-11 days in office per month, Cubao or Ortigas)
Benefits
Comprehensive HMO package (medical and dental)Paid time off and paid sick leaveQuarterly Performance BonusEmployee Assistance and Wellness ProgramsRingCentral's Customer Success Team is all about the customer, ensuring every user is able to effectively put our products to work. As the primary point of contact, you'll champion customer needs, share deep product knowledge, provide innovative solutions, build relationships, and drive success.Dental insurancePerformance bonus
Additional Information
Senior Business Analyst
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 an Senior Business Analyst
The Senior Business Analyst will play a critical role in transforming support data into actionable insights, driving strategic decisions, and improving the overall customer support experience. You'll work cross-functionally with Support Org, Customer Experience, ProServ, and Sales to analyze trends, identify areas of improvement, and support key initiatives through high-impact reporting and storytelling.
Ringcentral · Manila, Philippines