{"id":2491203,"url":"https://alion.io/job/google-operations-center-resource-optimization-team-lead-hive-cloud-support","title":"Resource Optimization Team Lead - Hive - Cloud Support","company":{"id":4416636,"name":"Google Operations Center","domain":"googleoperationscenter.com","url":"https://alion.io/company/googleoperationscenter","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Leadership","role_family":"Leadership","seniority":"lead","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":{"min_usd":22000,"max_usd":62000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1858},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-06T00:00:00Z","employer_posted_date":"2026-08-06","last_verified_at":"2026-10-14T08:47:46Z","board_verified":true,"closed_at":null,"days_open":69,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":69},"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 the Resource Optimization Team Lead, you will make decisions about day-to-day operations, including the management of work assignments and information between shifts as well as workload, equipment, staffing, and scheduling approaches.\nPosition Responsibilities\nAdjust work hours as necessary to meet deadlines (e.g., overtime, evening)\n\nManage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors\n\nAnalyze current and future call/work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop a staffing plan that includes optimum skill set mix, replacement and recruiting timing, training and cross training details\n\nAnalyze delivery center absences and recommend actions to meet targets and vacation allowances when required\n\nAnalyze intraday statistics, delivery center performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements\n\nMay include management of resources performing these key responsibilities\n\nSchedule any non contact/call handling activities such as training initiatives, group huddles, mentoring sessions, team meetings and all time off (e.g., PTO, approved leaves of absence, holidays)\n\nTrack and report employees' adherence to schedule, including off phone activity, using workforce software where applicable\n\nManage all WFM deliverables from assigned workflow until completion\n\nLead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates\n\nLiaises with other workstream leaders to address any Hive related deliverables from Operations\n\nResponsible and accountable for all Hive related SLAs and deliverable quality\n\nMinimum Qualifications\nExcellent verbal and written English language skills\n\n6-8 years of operational experience in Workforce and 1-2 years people management\n\nExperience in workforce management in the customer experience industry\n\nStrong working knowledge of workforce management concepts (staffing, scheduling, metrics and monitoring)\n\nPreferred Qualifications\nKnowledge of end-to-end workforce management processes\n\nHas a good analytics experience and creation of different forecast models\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":4350,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-14T02:33:55Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.588,"p_room":0.28,"age_days":69,"expected_fill_days":32,"reasons":["conf:4","win:tail","crowd:"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/google-operations-center-resource-optimization-team-lead-hive-cloud-support","json_url":"https://alion.io/job/google-operations-center-resource-optimization-team-lead-hive-cloud-support.json","meta":{"generated_at":"2026-10-14T10:28:49Z","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":12247,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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-team-lead-hive-cloud-support"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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-team-lead-hive-cloud-support"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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-team-lead-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-team-lead-hive-cloud-support\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgoogle-operations-center-resource-optimization-team-lead-hive-cloud-support"}]}