Resource Optimization Senior Associate - Hive - Command Center

Join Us!

At 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!

As the Workforce Real Time Analyst, you will be responsible for delivering the required service line work, from the management of work assignments to schedule movement and capacity planning.

Position Responsibilities

• Experience in client product support

• Proven experience in operating and directly handling a scope of more than 100 FTEs

• Know-how in managing real time adherence in various lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.)

• May make decisions about day-to-day operations, including management of work assignments and information between shifts as well as workload, equipment, staffing, and scheduling approaches

• Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required

• Manage and monitor call/contact/work forecasts and handle time forecasts for defined interval - typically on a daily and weekly basis

• Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable

Minimum Qualifications

• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels

• 2-4 years relevant workforce management experience

• Exposure to multi-channel and multi skill inbound/outbound processes and experience in queue management and various scheduling systems

• Knowledge of contact center methodologies, process requirements and capabilities

Preferred Qualifications

• Experience on ACD switches like Avaya CMS, Symposium, Verint

• Knowledge of other tools like MS Access, Cognos, Tableau and other MIS tools

• Hands on experience with MS Office

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google 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.

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Thanks 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 [email protected].