Senior Resource Planning & Real-Time Operations Analyst (US Shift) at RingCentral

Bengaluru, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

23 Jan, 26

Salary

0.0

Posted On

26 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Workforce Planning, Real-Time Operations, Data Analysis, Forecasting, Scheduling, Customer Service, Problem-Solving, Communication, Stakeholder Management, Operational Efficiency, Performance Metrics, Process Improvement, Microsoft Excel, Workforce Management Systems, Statistical Analysis, Telephony Solutions

Industry

Software Development

Description

The Sr. Resource Planning & Real-Time Operations Analyst will provide comprehensive workforce planning and real-time operational support across various contact channels, ensuring optimal resource allocation and flawless delivery of customer service capacity. This hybrid role combines strategic workforce planning with tactical real-time analysis and adjustments to maximize operational efficiency. Key Responsibilities Strategic Planning and Scheduling Complete all scheduling requirements including creating and optimizing business rules and policies Administer and maintain workforce planning systems and real-time monitoring tools Develop accurate intraday forecasts, create schedules, and proactively adjust staffing based on both historical data and real-time performance Incorporate shrinkage forecasting (planned/unplanned) into scheduling models. Ensure rostering and scheduling is logistically sound, efficient, and effective across all channels Real-Time Analytics and Monitoring Monitor real-time data and performance metrics to identify anomalies and operational risks Implement immediate corrective actions to minimize customer impact during service level deviations Provide tactical recommendations for intraday schedule adjustments and resource reallocation Maintain awareness of queue conditions, agent availability, and service level performance throughout operational hours Escalate critical issues to management with recommended solutions Forecasting and Strategic Analysis Utilize data-driven analysis to make recommendations for workforce management strategies Support short-term, medium-term, and long-term forecasting initiatives Develop and maintain forecasting models that account for seasonality, trends, and business drivers Control labor costs while maintaining optimal customer experience standards Support monthly business review planning cycle to continually transform and improve the workforce and operating model Conduct scenario modeling and “what-if” analysis as needed Collaboration and Communication Conduct regular meetings with stakeholders to provide insights and recommendations for decision-making Partner with operations teams, finance, and other stakeholders to transition new projects and campaigns seamlessly Respond to ad hoc and strategic requests for Workforce Management reporting, ensuring timely and accurate responses Communicate real-time operational status and recommendations to management and floor supervisors Provide daily, weekly, and monthly reporting on key performance indicators Process Improvement and Innovation Identify opportunities to enhance forecasting accuracy and scheduling efficiency Develop and implement mitigation strategies when variances in resourcing or workload occur Continuously evaluate and recommend improvements to workforce management tools and processes Essential Requirements: 5+ years' experience as a roster coordinator or workforce planner with real-time management experience in a BPO or contact center environment Comprehensive knowledge of Workforce Planning principles including forecasting, scheduling, time and attendance, utilization, productivity, and shrinkage Proven analytical, reporting, and data management capabilities with ability to interpret data and develop action plans Experience in workforce planning across 24/7 operations Understanding of Contact Center and UCaaS telephony solutions Demonstrated problem-solving, planning, and prioritization skills Strong customer-centric mindset Outstanding communication and stakeholder management skills Ability to work under pressure and make quick decisions in real-time scenarios Technical Skills: Highly proficient in MS Office suite, especially Excel and PowerPoint Experience with workforce management systems and real-time monitoring tools Knowledge of workforce management theory, applications, technologies, and KPIs Strong mathematical and statistical analysis capabilities RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to Work as OneTM from any location, on any device, and via any mode to better serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral’s open platform integrates with leading business apps and enables customers to easily customize business workflows. RingCentral is headquartered in Belmont, California, and has offices around the world. RingCentral is an EEO/AA employer.

Responsibilities

The Sr. Resource Planning & Real-Time Operations Analyst will oversee workforce planning and real-time operational support to ensure optimal resource allocation across contact channels. This role involves strategic planning, scheduling, and real-time analytics to enhance operational efficiency and customer service delivery.