Workforce Reporting and Real Time Analyst
Google Operations Center
- Taguig, PhilippinesNet Lima, 26th Street, Taguig, Metro Manila, Philippines, Taguig, Metro Manila, PhilippinesTaguigMetro ManilaPhilippinesPhilippines
- Full timeFULL_TIME
Expired 5 years ago
2019-04-14T16:00:00+00:00Job closed.
Job Description
- 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
- Adjust work hours as necessary to meet deadlines (e.g., overtime, evening, weekend)
- Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required
- May include management of resources performing these key responsibilities
- Update and modify call/contact/work forecasts and handle time forecasts for the 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
- Make configuration changes to the scheduling system as required
- May adjust queues in call routing software as required to optimize staffing and service level results
Minimum Qualifications
- Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
- Bachelor’s Degree holder from an accredited institution
- 1-2 years of relevant workforce management experience
- Exposure to multi-channel and multi-skill inbound/outbound processes
- 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, Tableue and other MIS tools
- Hands on experience with MS Office
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- Customer Service
- Educational Requirement
- Graduated from high school
- Recruiter response to application
- Always
- Office Address
- Net Lima, 26th Street, Taguig, Metro Manila, Philippines
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About Google Operations Center
About GOC
Google creates incredible products and services that make the world a better place ― and the Google Operations Center (GOC) will provide the customer support and operational excellence to support and grow those products and services.
This global operating unit will provide world class operations by employing teams of solution-oriented, trusted advisors to support millions of customers around the world. Our solutions will be rooted in our technical skill, product expertise, and thorough deep understanding of our customers’ complex needs.
We are looking for a committed group of passionate people who will work to build the GOC from the ground up and scale it to match Google’s global impact.
What’s it like to work at GOC?
At GOC, we offer an inclusive work environment wherein diversity is celebrated & embraced. You will engage with colleagues who are thoughtful, easy to work with, respectful & inclusive. If you are customer centric, a thought leader & dare to dream, come join us!