Google Operations Center
Google Operations Center

Workforce and Real Time Analyst Lead  

Google Operations Center

  • Taguig, Philippines
    Net Lima, 26th Street, Taguig, Metro Manila, Philippines, Taguig, Metro Manila, Philippines
    Taguig
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 5 years ago

2019-05-02T16:00:00+00:00
Job closed.

Job Description

Responsibilities

  • 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)
  • Manage workloads to ensure even distribution of responsibilities and provide development opportunities with assistance from supervisors
  • Analyze current and historical call/contact/work volumes and patterns, handle time, productivity trends/patterns and all future call/contact/work requirements to develop budget and call/contact volume/work forecasts
  • Analyze current and future call/work handling resources, attrition trends, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop staffing plan that includes optimum skill set mix, replacement and recruiting timing, training and cross training details
  • Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required
  • 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
  • Update and modify call/contact/work forecasts and handle time forecasts for defined interval - typically on a daily and weekly basis
  • Analyze and translate monthly, daily, and intraday forecasts into daily staffing schedules to meet forecasted call/contact/work handling requirements balancing Service Levels, key performance indicators, staff and management requirements and budget
  • Schedule any non contact/call handling activities such as training initiatives, group huddles, coaching sessions, team meetings and all time off (e.g., PTO, approved leaves of absence, holidays)
  • Ensure timely distribution of accurate monthly schedules
  • 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
  • May administer monthly shift bids across multiple sites and/ workflows

Minimum Qualifications

  • Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
  • Bachelor’s Degree holder from an accredited institution
  • 5-8 years of relevant workforce management experience
  • Experience in queue management and various scheduling systems
  • Experience in team management and execution

Jobs Summary

Job Level
Mid-Senior Level / Manager
Job Category
Customer Service
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Net Lima, 26th Street, Taguig, Metro Manila, Philippines
Industry
Internet
Vacancy
6 openings
Website
https://googleoperationscenter.com/

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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!

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