Resource Optimization Senior Associate - Hive - Cloud Support

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

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals-all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

As a Resource Optimization Senior Associate

you will be supporting a 24x7 business model (shift timings dependent on requirements), focusing on real-time delivery of service line work, from queue monitoring/flagging, metrics reporting up to stakeholder management.

Position Responsibilities

• Closely work with Operations to drive real-time schedule adherence to achieve service levels and efficiency goals.


• Provide communication to and from Operations and other support departments for escalation of service-impacting issues.


• Conduct ongoing (daily, weekly, ad hoc) root cause analysis of service delivery, staffing, and other relevant metric failures to drive process improvements within the team.


• Identify real-time reasons for service level spikes, agent-state anomalies, and trends and perform post-mortem analysis.


• Analyze operations historical performance and proactively deliver recommendations to improve service levels.


• Ensure the incident management process is followed and all communication requirements are met.


• Monitor case arrivals and ensure that assignments are made to appropriate agents promptly.


• Perform scrubbing process for cases and other ad hoc tasks.

Minimum Qualifications

• 1 to 2 years experience in Contact Center Workforce Management position required (WFM analyst, scheduler, etc.)


• Must have good oral and written communication skills and be able to multitask in a fast-paced environment.


• Ability to analyze data and prepare recommendations supported by strong analytical and critical thinking skills.


• Proficient with Microsoft Excel and Office & Google Suite, in order to store data, create reports, and perform other tasks.


• Ability to build and revise email communications quickly while articulating a clear message to vendor partners.


• Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision

Preferred Qualifications

• Working knowledge of Workforce Management (WFM) methodologies and software


• Experience with Verint WFM/Aspect eWFM/NICE IEX, or similar workforce management products.


• Experience with telephony systems and good understanding of volume routing/allocations.


• Bachelor's degree in Business, Finance, Accounting, Statistics, Math or related field; or 1 to 2 years of equivalent experience.


• Experience analyzing large datasets in SQL, Google Sheets or similar tools.


• Experience on Resource Planning

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage


• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums


• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.