Resource Optimization Lead, Hive — WFM & Scheduling

Google Operations Center; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive health care (medical,d0d

Onsite meals

Equal opportunity employer

Job summary

Google Operations Center in Manila is seeking an experienced Resource Optimization Team Lead to guide day-to-day workforce planning, scheduling and staffing across shifts, ensuring SLA targets and efficient operations.

You will analyse workloads, attrition, and metrics to develop staffing plans, coordinate with supervisors, and drive improvements in WFM processes. Excellent English communication and 6–8 years in workforce management are required.

Qualifications

• Excellent verbal and written English language skills.

Responsibilities

• Adjust work hours to meet deadlines and deadlines (e.g., overtime, evening).
• Manage workloads with even distribution of responsibilities and development opportunities.
• Analyze current and future call/work handling resources, attrition trends, learning curves, shrinkage, productivity factors, desk availability and shift requirements to develop staffing plans.
• Analyze delivery center absences and recommend actions to meet targets and vacation allowances.
• Analyze intraday statistics, delivery center performance, service levels, and scheduling statistics to balance service levels with business and staff needs.
• Schedule non-contact activities such as training, group huddles, mentoring, team meetings, and time off.
• Track and report employees' schedule adherence using workforce software.
• Manage WFM deliverables from assigned workflow to completion.
• Lead cadence discussions with Operations on SLAs and WFM deliverables updates.
• Liaise with other workstream leaders to address Hive-related deliverables from Operations.
• Responsible for Hive-related SLAs and deliverable quality.

Skills

Verbal English

Written English

Workforce management

Staffing and scheduling

Performance metrics

Job description

Google Operations Center in Manila is seeking an experienced Resource Optimization Team Lead to guide day-to-day workforce planning, scheduling and staffing across shifts, ensuring SLA targets and efficient operations.

You will analyse workloads, attrition, and metrics to develop staffing plans, coordinate with supervisors, and drive improvements in WFM processes. Excellent English communication and 6–8 years in workforce management are required.