Hive Resource Optimization Lead

Google Operations Center; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Health care coverage (medical, dental,

Vision coverage

Maternity leave (18 weeks birth-parent

Onsite meals and snacks

Job summary

Google Operations Center is seeking a seasoned Workforce Manager to lead staffing planning and scheduling for our delivery teams in the Philippines. You will optimize resources, monitor performance, and guide teams to meet service levels.

In this role, you will partner with supervisors to adjust hours, manage workloads, and analyze key metrics to drive continuous improvement and successful operations for Google customers.

Qualifications

• Excellent English communication skills.
• 6-8 years of workforce operations experience.
• 1-2 years of people management experience.
• Experience in workforce management for customer experience industry.
• Strong knowledge of staffing, scheduling, metrics and monitoring.

Responsibilities

• Adjust work hours including overtime to meet deadlines.
• Manage workloads and develop staffing opportunities with supervisor support.
• Analyze staffing resources, attrition, learning curves, shrinkage, and shift needs to develop staffing plans.
• Analyze absences and vacation coverage to meet targets.
• Monitor service levels and scheduling statistics to balance requirements.
• Coordinate training initiatives, team meetings, and time off scheduling.
• Track adherence to schedules using workforce software.
• Deliver all WFM outputs from planning to completion.
• Lead cadence discussions with Operations on SLAs and WFM deliverables.
• Coordinate with Hive-related workstreams and ensure SLA delivery.

Skills

Verbal and written English

Workforce management

People management

Operational workforce experience

CX industry experience

Scheduling and staffing analytics

Job description

Google Operations Center is seeking a seasoned Workforce Manager to lead staffing planning and scheduling for our delivery teams in the Philippines. You will optimize resources, monitor performance, and guide teams to meet service levels.

In this role, you will partner with supervisors to adjust hours, manage workloads, and analyze key metrics to drive continuous improvement and successful operations for Google customers.