Senior Business Analyst at RingCentral

Manila, Metro Manila, Philippines

Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Customer Support, BPOIndustries

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
Strong analytical skills including statistical analysis, regression modeling, change point detection, and anomaly identification in workforce data
Knowledge of contact center KPIs including service levels, ASA, AHT, occupancy, shrinkage, schedule adherence, and agent utilization
Advanced Excel skills including pivot tables, statistical functions, and data modeling with experience in trend identification and predictive modeling (Desired)
Experience with WFM/contact center systems such as Verint, Calabrio, Genesys, or similar workforce management platforms (Desired)
Ability to develop, maintain, and optimize dashboards and reports in Tableau and other business intelligence tools (Desired)

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 the support reporting ecosystem
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
Analyze skill-based routing effectiveness and recommend optimization strategies
Identify automation opportunities and support operational excellence initiatives within the WFM organization
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
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