AI-Driven Workforce Optimization Specialist

Google Operations Center; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Parental leave and family benefits

Onsite meals and snacks

Job summary

Google Operations Center in the Philippines seeks a data-driven WFM/Business Analyst to architect AI-ready data pipelines and optimize schedules with low-code automation. You will leverage AI to simulate workflows, monitor real-time performance, and deliver actionable insights.

Strong SQL and Google Workspace skills are essential, as is experience with Gemini AI. You will synthesize complex queue variances into concise recommendations for leadership and collaborate with cross-functional teams to

Qualifications

• 4+ years in Workforce Management with 3-5 years as a Business Analyst.
• Knowledge of contact center methodologies and multi-channel operations.
• Proficiency in SQL and Google Workspace to create dashboards and visuals.
• Experience with Gemini AI and generative AI tools for analysis and reporting.
• Ability to monitor intraday queue performance and generate actionable reports.

Responsibilities

• Architect AI-ready data pipelines for granular KPIs and clean data.
• Model and simulate contact center scenarios using ML for forecasts.
• Orchestrate adaptive workflows and AI-assisted scheduling.
• Govern dashboards with QA to ensure data integrity and minimize bias.
• Convert AI insights into executive-ready narratives and recommendations.
• Partner with cross-functional teams to pilot advanced analytic tools.

Skills

WFM

SQL

Google Sheets

AppSheet

English communication

Stakeholder management

Tools

Gemini AI

AppSheet

Job description

Google Operations Center in the Philippines seeks a data-driven WFM/Business Analyst to architect AI-ready data pipelines and optimize schedules with low-code automation. You will leverage AI to simulate workflows, monitor real-time performance, and deliver actionable insights.

Strong SQL and Google Workspace skills are essential, as is experience with Gemini AI. You will synthesize complex queue variances into concise recommendations for leadership and collaborate with cross-functional teams to