Resource Optimization Senior Associate - Hive - Cloud Support

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

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!

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 ho) 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

Information collected and processed as part of your Google Operations Center (GOC) jobs profile, and any job applications you choose to submit, is subject to GOC's Applicant and Candidate Privacy Policy.

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.

To ensure a barrier‑free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.