Resource Optimization Senior Associate - Hive - Cloud Support

Google Operations Center; Taguig; On-site; PHP 500,000 - 700,000; Full time

Benefits offered by this job

Competitive wages

Health care coverage

Onsite meals and snacks

Parental leave and insurance

Job summary

Google Operations Center in Taguig invites qualified professionals to join our workforce management team. You will work with Operations to ensure real-time schedule adherence, drive efficiency, and relay escalation details across support functions.

The role emphasizes data-driven analysis and timely responses to service fluctuations. Ideal candidates have 1–2 years in WFM, strong Excel/Google Suite skills, and a proven ability to craft clear emails to partners.

Qualifications

• 1–2 years of experience in a Contact Center Workforce Management role.
• Strong written and spoken communication skills for cross-functional collaboration.
• Ability to analyze data and make data-driven recommendations.
• Proficient with Microsoft Excel and Google Workspace to store data and generate reports.
• Ability to craft clear email communications to vendor partners.
• Adaptable and quick learner in a dynamic environment.

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 root cause analysis of service delivery, staffing, and other 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 assignments are made to appropriate agents promptly.
• Perform scrubbing process for cases and other ad hoc tasks.

Skills

Analytical thinking

Communication skills

Multitasking

Adaptability

Data interpretation

Education

Bachelor’s degree or equivalent experience

Tools

Excel

Google Suite

Office

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!

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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