Resource Optimization Senior Associate - Hive - Command Center

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 Workforce Real Time Analyst, you will be responsible for delivering the required service line work, from the management of work assignments to schedule movement and capacity planning. Position Responsibilities Experience in client product support Proven experience in operating and directly handling a scope of more than 100 FTEs Know-how in managing real time adherence in various lines of business in a multi-skill environment simultaneously (shrinkage, outages, under/overstaffing etc.) May make decisions about day-to-day operations, including management of work assignments and information between shifts as well as workload, equipment, staffing, and scheduling approaches Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required Manage and monitor call/contact/work forecasts and handle time forecasts for defined interval - typically on a daily and weekly basis Track and report employees' adherence to schedule, including off phone activity, using workforce software where applicable Minimum Qualifications Excellent English communication skills (both written and oral) and stakeholder management at multiple levels 2-4 years relevant workforce management experience Exposure to multi-channel and multi skill inbound/outbound processes and experience in queue management and various scheduling systems Knowledge of contact center methodologies, process requirements and capabilities Preferred Qualifications Experience on ACD switches like Avaya CMS, Symposium, Verint Knowledge of other tools like MS Access, Cognos, Tableau and other MIS tools Hands on experience with MS Office

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!