Join Us!
At Google Operations Center we help Google users and customers solve problems and achieve their goalsall 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 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.
Position Responsibilities
- Adjust work hours as necessary to meet deadlines (e.g., overtime, evening)
- Manage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors
- Analyze 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
- Analyze delivery center absences and recommend actions to meet targets and vacation allowances when required
- Analyze 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
- May include management of resources performing these key responsibilities
- Schedule 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)
- Track and report employees adherence to schedule, including off phone activity, using workforce software where applicable
- Manage all WFM deliverables from assigned workflow until completion
- Lead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates
- Liaises with other workstream leaders to address any Hive related deliverables from Operations
- Responsible and accountable for all Hive related SLAs and deliverable quality
Minimum Qualifications
- Excellent verbal and written English language skills
- 6-8 years of operational experience in Workforce and 1-2 years people management
- Experience in workforce management in the customer experience industry
- Strong working knowledge of workforce management concepts (staffing, scheduling, metrics and monitoring)
Preferred Qualifications
- Knowledge of end-to-end workforce management processes
- Has a good analytics experience and creation of different forecast models
Benefits
- We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.
