Senior Resource Planning & Real-Time Operations Analyst (US Shift)
RingCentral(3 months ago)
About this role
The Sr. Resource Planning & Real-Time Operations Analyst supports workforce planning and real-time operational coverage for a contact center across multiple channels. The role blends strategic planning with real-time monitoring and adjustments to ensure customer service capacity is optimized and operations run efficiently. It operates within a 24/7 environment and partners with cross-functional stakeholders to support business needs.
Required Skills
- Workforce Planning
- Real-Time Monitoring
- Intraday Forecasting
- Scheduling
- Staffing Optimization
- Shrinkage Forecasting
- Capacity Planning
- KPI Reporting
- Data Analysis
- Scenario Modeling
+6 more
About RingCentral
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