Resource Optimization Team Lead - Hive - Cloud Support

Google Operations Center; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Health care coverage (medical, dental,

Vision coverage

Maternity leave (18 weeks birth-parent

Onsite meals and snacks

Job summary

Google Operations Center is seeking a seasoned Workforce Manager to lead staffing planning and scheduling for our delivery teams in the Philippines. You will optimize resources, monitor performance, and guide teams to meet service levels.

In this role, you will partner with supervisors to adjust hours, manage workloads, and analyze key metrics to drive continuous improvement and successful operations for Google customers.

Qualifications

• Excellent English communication skills.
• 6-8 years of workforce operations experience.
• 1-2 years of people management experience.
• Experience in workforce management for customer experience industry.
• Strong knowledge of staffing, scheduling, metrics and monitoring.

Responsibilities

• Adjust work hours including overtime to meet deadlines.
• Manage workloads and develop staffing opportunities with supervisor support.
• Analyze staffing resources, attrition, learning curves, shrinkage, and shift needs to develop staffing plans.
• Analyze absences and vacation coverage to meet targets.
• Monitor service levels and scheduling statistics to balance requirements.
• Coordinate training initiatives, team meetings, and time off scheduling.
• Track adherence to schedules using workforce software.
• Deliver all WFM outputs from planning to completion.
• Lead cadence discussions with Operations on SLAs and WFM deliverables.
• Coordinate with Hive-related workstreams and ensure SLA delivery.

Skills

Verbal and written English

Workforce management

People management

Operational workforce experience

CX industry experience

Scheduling and staffing analytics

Job description

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

• Adjust work hours as necessary to meet deadlines (e.g., overtime, evening)
• Manage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors
• Analyze current and future call/work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop a staffing plan that includes optimum skill set mix, replacement and recruiting timing, training and cross training details
• Analyze delivery center absences and recommend actions to meet targets and vacation allowances when required
• Analyze intraday statistics, delivery center performance, service levels, and scheduling statistics to recommend courses of action in balancing service levels to business and agent/staff requirements
• May include management of resources performing these key responsibilities
• Schedule any non contact/call handling activities such as training initiatives, group huddles, mentoring sessions, team meetings and all time off (e.g., PTO, approved leaves of absence, holidays)
• Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable
• Manage all WFM deliverables from assigned workflow until completion
• Lead cadence discussions with Operations to discuss about SLAs and WFM deliverables updates
• Liaises with other workstream leaders to address any Hive related deliverables from Operations
• Responsible and accountable for all Hive related SLAs and deliverable quality

Minimum Qualifications

• Excellent verbal and written English language skills
• 6-8 years of operational experience in Workforce and 1-2 years people management
• Experience in workforce management in the customer experience industry
• Strong working knowledge of workforce management concepts (staffing, scheduling, metrics and monitoring)

Preferred Qualifications

• Knowledge of end-to-end workforce management processes
• Has a good analytics experience and creation of different forecast models

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.