Resource Optimization Specialist - GPO - Shared

Google Operations Center; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Benefits offered by this job

Health, dental and vision coverage

Parental leave and family benefits

Onsite meals and snacks

Job summary

Google Operations Center in the Philippines seeks a data-driven WFM/Business Analyst to architect AI-ready data pipelines and optimize schedules with low-code automation. You will leverage AI to simulate workflows, monitor real-time performance, and deliver actionable insights.

Strong SQL and Google Workspace skills are essential, as is experience with Gemini AI. You will synthesize complex queue variances into concise recommendations for leadership and collaborate with cross-functional teams to

Qualifications

• 4+ years in Workforce Management with 3-5 years as a Business Analyst.
• Knowledge of contact center methodologies and multi-channel operations.
• Proficiency in SQL and Google Workspace to create dashboards and visuals.
• Experience with Gemini AI and generative AI tools for analysis and reporting.
• Ability to monitor intraday queue performance and generate actionable reports.

Responsibilities

• Architect AI-ready data pipelines for granular KPIs and clean data.
• Model and simulate contact center scenarios using ML for forecasts.
• Orchestrate adaptive workflows and AI-assisted scheduling.
• Govern dashboards with QA to ensure data integrity and minimize bias.
• Convert AI insights into executive-ready narratives and recommendations.
• Partner with cross-functional teams to pilot advanced analytic tools.

Skills

WFM

SQL

Google Sheets

AppSheet

English communication

Stakeholder management

Tools

Gemini AI

AppSheet

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

• Architect AI-ready data pipelines to ensure granular operational metrics-such as handle time, queue occupancy, and abandonment rates-are clean, structured, and optimized for consumption by advanced LLMs and autonomous reporting agents.
• Execute adaptive modeling using machine learning to simulate complex contact center scenarios. Utilize predictive AI to stress-test workflows, identify bottleneck risks, and proactively forecast how shifts in volume impact service level attainment.
• Orchestrate autonomous workflows and agentic WFM systems, leveraging low-code automation and AI agents to continuously optimize schedules, shift distribution, and department-wide operational efficiency.
• Govern and audit performance dashboards and intraday trackers. Establish robust QA protocols to validate AI-generated insights, eliminate reporting bias, and ensure absolute data integrity across all key performance indicators (KPIs).
• Synthesize AI-driven performance intelligence into executive-level narratives. Translate complex queue variances, capacity gaps, and workflow inefficiencies into clear, actionable recommendations that guide leadership decisions.
• Lead organizational efforts to integrate AI into business analyst functions. Partner with cross-functional teams to pilot and deploy advanced analytical tools that drive systemic productivity and long-term operational growth.

Minimum Qualifications

• 4+ years of hands-on experience in Workforce Management (WFM) combined with 3-5 years of experience as a Business Analyst, bridging operational execution with strategic planning.
• Deep knowledge of contact center methodologies, process requirements, and operational capabilities, with exposure to multi-channel and multi-skill inbound/outbound environments.
• High proficiency in SQL and Google Workspace (including Google Sheets, Slides, and AppSheet) to develop intuitive dashboards, complex pivot tables, and data visualizations that translate raw operational metrics into actionable business insights.
• Experience leveraging Gemini AI and generative AI tools to accelerate business analysis, streamline SQL and code generation, automate reporting workflows, and draft structured operational documentation.
• Strong capability to monitor intraday queue performance, manage real-time schedule adherence, and generate high-impact reports that identify SLA risks and resource utilization bottlenecks.
• Excellent written and oral English communication skills, with a proven track ability to manage relationship dynamics and coordinate with stakeholders at multiple leadership levels.

Preferred Qualifications

• 3-5 years of hands-on experience in Workforce Management (WFM) combined with 3-5 years of experience as a Business Analyst, bridging operational execution with strategic planning.
• Deep knowledge of contact center methodologies, process requirements, and operational capabilities, with exposure to multi-channel and multi-skill inbound/outbound environments.
• High proficiency in SQL and Google Workspace (including Google Sheets, Slides, and AppSheet) to develop intuitive dashboards, complex pivot tables, and data visualizations that translate raw operational metrics into actionable business insights.
• Experience leveraging Gemini AI and generative AI tools to accelerate business analysis, streamline SQL and code generation, automate reporting workflows, and draft structured operational documentation.
• Strong capability to monitor intraday queue performance, manage real-time schedule adherence, and generate high-impact reports that identify SLA risks and resource utilization bottlenecks.
• Excellent written and oral English communication skills, with a proven track ability to manage relationship dynamics and coordinate with stakeholders at multiple leadership levels.

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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