Resource Optimization Team Lead - Hive - Cloud Support

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 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 with 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

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.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

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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 goc-candidate-global@googleoperationscenter.com.