Workforce Management Capacity Planner

Workforce Management Capacity Planner

Say hello to possibilities.

It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little about us, we're the global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.

We're a $1.5 billion company that's growing at 30+% annually and we're expanding our Global Service and Support Team to make sure we stay ahead of the competition.

We're currently looking for:

We are looking for an experienced Workforce Management Capacity Planner to support long-term and mid-term capacity planning for all business units within RingCentral. This highly analytical and strategic role requires expertise and demonstrated ability to calculate, analyze and interpret data and information in order to draw meaningful inferences, problem-solve and make informed decisions that are critical to RingCentral's operating budget, financial goals and key priorities.

To succeed in this role you must have experience in:

• Working cross functionally to define problem statements, collect data, build models and articulate staffing recommendations to leaders within the organization
• Building analytical models to support demand and supply planning, buffer management, investment and ROI decisions, and other qualitative data analysis on scaling strategies
• Building performance dashboards and visualizations to highlight trends, and developing insights
• Owning mid- and long-term headcount requirements by site/agent/function within the contact centers and other P*Q model functions. Acts as the operational lead to our recruiting colleagues and owns the analytics behind agents' hiring needs, also partners with HR and Enablement to secure resources to hire and train the requested headcount.
• Providing business analytics and data gathering to support detailed modeling of Capacity Plans. Prepares and delivers detailed analysis to Senior Leadership and Finance monthly, regarding key staffing drivers, trends, and future projections.
• Working with various stakeholders (Recruiting, Marketing, Enablement, Data and Analytics, Finance and more) to define, create and report on relevant metrics for measuring and monitoring the business and influencing decisions
• Providing short-term forecasting team with data and instruction on converting long-term data to short-term data on a consistent basis

Desired Qualifications:

* 5+ years of experience in capacity planning or demand and supply management

* Excellent written, verbal, and presentation skills

* Ability to handle pressure - timelines and customer demands

* Ability to conduct root-cause analysis for process gaps

* Good working knowledge of UCaaS and CCaaS technologies

What we offer:

RingCentral offers all the work/life benefits you could ever want, (and none of the micromanagement.)

• Comprehensive medical, dental, vision, disability, life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSAs) and Commuter Benefits
• 401K match and ESPP
• Flexible PTO
• Wellness programs including 1:1 wellness coaching through TaskHuman and meditation guidance through Headspace
• Paid parental leave and new parent gift boxes
• Pet insurance
• Employee Assistance Program (EAP) with counseling sessions available 24/7
• Rocket Lawyer services that provide legal advice, document creation and estate planning
• Employee bonus referral program

RingCentral's Global Service and Support team leads the post-sale experience for our customers-making sure their every need is met, and that they're able to use our products effectively and easily. As our customers' central point of contact, you'll champion their needs, share deep product knowledge, provide innovative solutions, and build relationships that show our customers what powering human connection really means.

RingCentral's work culture is the backbone of our success. And don't just take our word for it: we are recognized as a Best Place to Work by Glassdoor, the Top Work Culture by Comparably and hold local BPTW awards in every major location. Bottom line: We are committed to hiring and retaining great people because we know you power our success. RingCentral offers on-site, remote and hybrid work options optimized for the ways we work and live now.

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of business cloud communications and contact center solutions based on its powerful Message Video Phone(MVP) global platform. More flexible and cost effective than legacy on-premises PBX and video conferencing systems that it replaces, RingCentral empowers modern mobile and distributed workforces to communicate, collaborate, and connect via any mode, any device, and any location. RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that truly values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Benefits may include, but are not limited to, health and wellness, 401k, ESPP, vacation, parental leave, and more! The salary may vary depending on your location, skills, and experience.