Resource Optimization Team Lead - Hive - Cloud Support

Google Operations Center; Taguig; On-site; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Competitive wages

Comprehensive health care (medical,d0d

Onsite meals

Equal opportunity employer

Job summary

Google Operations Center in Manila is seeking an experienced Resource Optimization Team Lead to guide day-to-day workforce planning, scheduling and staffing across shifts, ensuring SLA targets and efficient operations.

You will analyse workloads, attrition, and metrics to develop staffing plans, coordinate with supervisors, and drive improvements in WFM processes. Excellent English communication and 6–8 years in workforce management are required.

Qualifications

• Excellent verbal and written English language skills.

Responsibilities

• Adjust work hours to meet deadlines and deadlines (e.g., overtime, evening).
• Manage workloads with even distribution of responsibilities and development opportunities.
• Analyze current and future call/work handling resources, attrition trends, learning curves, shrinkage, productivity factors, desk availability and shift requirements to develop staffing plans.
• Analyze delivery center absences and recommend actions to meet targets and vacation allowances.
• Analyze intraday statistics, delivery center performance, service levels, and scheduling statistics to balance service levels with business and staff needs.
• Schedule non-contact activities such as training, group huddles, mentoring, team meetings, and time off.
• Track and report employees' schedule adherence using workforce software.
• Manage WFM deliverables from assigned workflow to completion.
• Lead cadence discussions with Operations on SLAs and WFM deliverables updates.
• Liaise with other workstream leaders to address Hive-related deliverables from Operations.
• Responsible for Hive-related SLAs and deliverable quality.

Skills

Verbal English

Written English

Workforce management

Staffing and scheduling

Performance metrics

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 the Resource Optimization Team Lead, you will make decisions about day-to-day operations, including the management of work assignments and information between shifts as well as workload, equipment, staffing, and scheduling approaches.

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

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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.

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