Resource Optimization Specialist - GPO - Shared

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

Benefits offered by this job

Health care (medical, dental andVision

Parental leave (18 weeks maternity)

Life, accident and disabilityInsurance

Free meals and snacks onsite

Job summary

Google Operations Center in the Philippines is seeking a Reporting Analyst to drive critical business decisions by analyzing metrics and delivering high-impact reports. You will optimize data visualization, validate AI-generated insights, and translate complex KPIs into actionable recommendations for leaders.

Responsibilities include architecting AI-ready data pipelines, modeling workflows, and leading AI-enabled analytics to improve operational efficiency and decision-making across teams.

Qualifications

• 4+ years WFM experience with 3-5 years as a Business Analyst.
• Knowledge of contact center methodologies and multi-channel environments.
• Strong SQL and Google Workspace proficiency for dashboards and data viz.
• Experience with Gemini AI or generative AI tools to accelerate analysis.
• Strong written and spoken English, with stakeholder coordination at leadership level.

Responsibilities

• Architect data pipelines for granular operational metrics for AI consumption.
• Use adaptive modeling to simulate contact center scenarios and forecast SLA impacts.
• Orchestrate AI-enabled workflows and WFM systems to optimize schedules and efficiency.
• Govern dashboards and QA processes to ensure data integrity and unbiased insights.
• Translate queue variances and capacity gaps into actionable leadership recommendations.
• Lead efforts to integrate AI into business analysis and pilot advanced tools.

Skills

WFM experience

Business analysis

SQL

English communication

Stakeholder management

Analytical thinking

Tools

SQL

Google Workspace

AppSheet

Gemini AI

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 Reporting Analyst, you will play a key role in driving critical business decisions by analyzing metrics and designing high-impact reports. You will communicate these insights to stakeholders and provide actionable recommendations based on your findings. Furthermore, you will analyze existing report bottlenecks and identify opportunities to optimize data visualization and delivery, ensuring information is easily understood and actionable for stakeholders.

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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Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [e-mail].