Analytical Skills - Advanced Excel skills including pivot tables, statistical functions, and data modeling with experience in trend identification and predictive modeling
System Experience - Experience with WFM/contact center systems such as Verint, Calabrio, Genesys, or similar workforce management platforms
Technical Skills - Ability to develop, maintain, and optimize dashboards and reports in Tableau and other business intelligence tools, with experience in Salesforce data and reporting structures
Industry Knowledge - Background in contact center operations with understanding of omnichannel workforce dynamics
Project Management - Experience with WFM system implementations or process improvements
Communication Skills - Strong verbal and written communication skills with ability to present complex analytical findings to various stakeholder levels
Advanced Technical Skills - Proficiency with SQL and data querying for large, complex datasets, preference for experience with data pipeline development and ETL tools
Innovation Focus - Familiarity with AI/ML applications in workforce optimization and predictive analytics
Adaptability - Experience in fast-paced, high-growth environments with rapidly evolving workforce needs
Ability to work in a self-directed manner
Willing to work on a night shift
Willing to work on hybrid setup (10-11 days in office per month, Cubao or Ortigas)
Benefits
Comprehensive HMO package (medical and
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 a Senior Business Analyst
We are looking for a Senior Business Analyst to join our WFM Reporting and Analytics team. This individual will play a critical role in transforming workforce management 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.
Data Analysis & Integration. Analyze and integrate large datasets from multiple sources including Salesforce, Verint, RingCentral, Tableau, PowerBI, and other internal systems to extract meaningful insights and recommendations. Monitor and improve data quality across systems and help build trust in our support reporting ecosystem.
Reporting & Analytics. Design and maintain standardized WFM reporting templates and KPI definitions. Create executive-level workforce analytics reports highlighting trends, risks, and opportunities. Develop scenario planning models for workforce strategy decisions.
Workforce Optimization. Analyze skill-based routing effectiveness and recommend optimization strategies. Identify automation opportunities and support operational excellence initiatives within the WFM organization .
Stakeholder Management. Partner closely with stakeholders to understand business goals and translate them into scalable, data-driven solutions. Collaborate with other Analytics, Operations, and Support teams to align on definitions, metrics, and best practices.
Strategic Planning & Innovation. Support business case development for WFM technology investments and process improvements. Stay current on developments in AI, advanced analytics, data tooling, and WFM industry best practices to identify opportunities for innovation in WFM analytics.
To succeed in this role you must have experience in:
4+ years in Workforce Management, Business Analysis, or Data Analytics, preferably within contact center or customer support environments
Advanced WFM knowledge including forecasting methodologies, scheduling optimization, real-time management, and capacity planning principles
With strong analytical skills including statistical analysis, regression modeling, change point detection, and anomaly identification in workforce data
With knowledge of contact center KPIs including service levels, ASA, AHT, occupancy, shrinkage, schedule adherence, and agent utilization
Ringcentral · Manila, Philippines