Real-Time Resource Optimizer – WFM Senior Associate

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

Benefits offered by this job

Health care coverage

Parental leave

Free onsite meals

Team events

Job summary

Google Operations Center in Metro Manila is seeking a Resource Optimization Senior Associate to support a 24x7 service model. You will focus on real-time delivery of service line work, from queue monitoring to stakeholder management.

You will collaborate with Operations and other teams to maintain schedule adherence, perform root cause analyses, and deliver data-driven recommendations to improve service levels. A bachelor’s or equivalent experience is preferred, with 1–2 years in WFM roles.

Qualifications

• 1–2 years experience in Contact Center Workforce Management (WFM) role.
• Strong written and oral communication; able to multitask in fast-paced environment.
• Analytical skills with ability to base recommendations on data.
• Proficient in Microsoft Excel and Google Workspace for data storage and reporting.
• Ability to draft clear emails to vendor partners and communicate across teams.

Responsibilities

• Drive real-time schedule adherence with Operations to meet service levels.
• Provide updates to Operations and other teams for escalation of issues.
• Perform root cause analyses to improve service delivery and metrics.
• Identify reasons for service level spikes and post-mortem analysis.
• Analyze historical performance and deliver recommendations to improve levels.
• Ensure incident management processes and communications are followed.
• Monitor case arrivals and assign to agents promptly.
• Conduct scrubbing of cases and perform ad hoc tasks.

Skills

Data analysis

Communication

Multitasking

Analytical thinking

Decision making

Education

Bachelor’s degree or equivalent

Tools

Verint WFM

Aspect eWFM

NICE IEX

SQL

Google Sheets

Microsoft Excel

Job description

Google Operations Center in Metro Manila is seeking a Resource Optimization Senior Associate to support a 24x7 service model. You will focus on real-time delivery of service line work, from queue monitoring to stakeholder management.

You will collaborate with Operations and other teams to maintain schedule adherence, perform root cause analyses, and deliver data-driven recommendations to improve service levels. A bachelor’s or equivalent experience is preferred, with 1–2 years in WFM roles.