Real-Time Resource Optimization Specialist

Google Operations Center; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Competitive wages

Health care coverage

Onsite meals and snacks

Job summary

Google Operations Center is seeking a Resource Optimization Senior Associate in the Philippines to support a 24x7 business model. You will monitor real-time queues, drive schedule adherence and prepare actionable insights for service levels and efficiency.

You will collaborate across Operations, engage with vendor partners, analyze data in Excel/Sheets, and perform root cause analysis to improve delivery and incident response while maintaining clear communications and timely escalations.

Qualifications

• 1–2 years in a Contact Center Workforce Management role or similar.
• Strong analytical and communication skills with ability to multitask.
• Proficiency in Excel and Google Suite for data and reporting.

Responsibilities

• Drive real-time schedule adherence to meet service levels and efficiency goals.
• Escalate and communicate issues to Operations and support teams.
• Conduct root cause analysis of service delivery and staffing metrics.
• Identify reasons for SLA spikes and perform post-mortem analysis.
• Analyze historical performance and recommend improvements.
• Ensure incident management processes and communications are followed.
• Monitor case arrivals and assign to agents promptly.
• Scrub cases and perform ad hoc tasks.

Skills

WFM analyst

Scheduler

Data analysis

Multitasking

Communication skills

Problem solving

Education

Bachelor's degree in Business/Finance/Accounting/Statistics

Tools

Microsoft Excel

Google Sheets

Verint WFM

NICE IEX

SQL

Job description

Google Operations Center is seeking a Resource Optimization Senior Associate in the Philippines to support a 24x7 business model. You will monitor real-time queues, drive schedule adherence and prepare actionable insights for service levels and efficiency.

You will collaborate across Operations, engage with vendor partners, analyze data in Excel/Sheets, and perform root cause analysis to improve delivery and incident response while maintaining clear communications and timely escalations.