{"id":3858451,"url":"https://alion.io/job/google-operations-center-resource-optimization-senior-associate-hive-cloud-support","title":"Resource Optimization Senior Associate - Hive - Cloud Support","company":{"id":4416636,"name":"Google Operations Center","domain":"googleoperationscenter.com","url":"https://alion.io/company/googleoperationscenter","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":32,"computed_at":"2026-11-08T05:47:12Z"}},"role":"DevOps","role_family":"DevOps","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lima, Peru"],"countries":["PE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Google Sheets","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-11-06T07:45:13Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-08T12:53:09Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Join Us!\nAt Google Operations Center we help Google users and customers solve problems and achieve their goals-all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!\nAs a Resource Optimization Senior Associate, you will be supporting a 24x7 business model (shift timings dependent on requirements), focusing on real-time delivery of service line work, from queue monitoring/flagging, metrics reporting up to stakeholder management.\nPosition Responsibilities\nClosely work with Operations to drive real-time schedule adherence to achieve service levels and efficiency goals.\n\nProvide communication to and from Operations and other support departments for escalation of service-impacting issues.\n\nConduct ongoing (daily, weekly, ad hoc) root cause analysis of service delivery, staffing, and other relevant metric failures to drive process improvements within the team.\n\nIdentify real-time reasons for service level spikes, agent-state anomalies, and trends and perform post-mortem analysis.\n\nAnalyze operations historical performance and proactively deliver recommendations to improve service levels.\n\nEnsure the incident management process is followed and all communication requirements are met.\n\nMonitor case arrivals and ensure that assignments are made to appropriate agents promptly.\n\nPerform scrubbing process for cases and other ad hoc tasks.\n\nMinimum Qualifications\n1 to 2 years experience in Contact Center Workforce Management position required (WFM analyst, scheduler, etc.)\n\nMust have good oral and written communication skills and be able to multitask in a fast-paced environment.\n\nAbility to analyze data and prepare recommendations supported by strong analytical and critical thinking skills.\n\nProficient with Microsoft Excel and Office & Google Suite, in order to store data, create reports, and perform other tasks.\n\nAbility to build and revise email communications quickly while articulating a clear message to vendor partners.\n\nAbility to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision\n\nPreferred Qualifications\nWorking knowledge of Workforce Management (WFM) methodologies and software\n\nExperience with Verint WFM/Aspect eWFM/NICE IEX, or similar workforce management products.\n\nExperience with telephony systems and good understanding of volume routing/allocations.\n\nBachelor’s degree in Business, Finance, Accounting, Statistics, Math or related field; or 1 to 2 years of equivalent experience.\n\nExperience analyzing large datasets in SQL, Google Sheets or similar tools.\n\nExperience on Resource Planning\n\nBenefits\nWe support you with competitive wages and with comprehensive health care including medical, dental and vision coverage\n\nWe support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums\n\nEmployees who work onsite can enjoy free meals and snacks, and fun onsite experiences\n\nInformation collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy.\nGoogle Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.\nTo ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.\nTo all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC is not responsible for any fees related to unsolicited resumes.\nThanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at .","description_format":"text","description_chars":4458,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-11-06T07:45:13Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":32,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-11-08T05:47:12Z"},"pay":null,"html_url":"https://alion.io/job/google-operations-center-resource-optimization-senior-associate-hive-cloud-support","json_url":"https://alion.io/job/google-operations-center-resource-optimization-senior-associate-hive-cloud-support.json","meta":{"generated_at":"2026-11-08T14:50:46Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":31407,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-09T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4416636},"rest":"https://alion.io/mcp/rest/get_company?id=4416636"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgoogle-operations-center-resource-optimization-senior-associate-hive-cloud-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fgoogle-operations-center-resource-optimization-senior-associate-hive-cloud-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fgoogle-operations-center-resource-optimization-senior-associate-hive-cloud-support"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/google-operations-center-resource-optimization-senior-associate-hive-cloud-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgoogle-operations-center-resource-optimization-senior-associate-hive-cloud-support"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3858451}},{"tool":"search_jobs","arguments":{"company":"googleoperationscenter.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3858451},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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