Resource Optimization Senior Associate

Join UsAt 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 usAs 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 ResponsibilitiesExperience in client product supportProven experience in operating and directly handling a scope of more than 100 FTEsKnow-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 approachesProvide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as requiredManage and monitor call/contact/work forecasts and handle time forecasts for defined interval - typically on a daily and weekly basisTrack and report employees' adherence to schedule, including off phone activity, using workforce software where applicableMinimum QualificationsExcellent English communication skills (both written and oral) and stakeholder management at multiple levels2-4 years relevant workforce management experienceExposure to multi-channel and multi skill inbound/outbound processes and experience in queue management and various scheduling systemsKnowledge of contact center methodologies, process requirements and capabilitiesPreferred QualificationsExperience on ACD switches like Avaya CMS, Symposium, VerintKnowledge of other tools like MS Access, Cognos, Tableau and other MIS toolsHands on experience with MS OfficeBenefitsWe support you with competitive wages and with comprehensive health care including medical, dental and vision coverageWe support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimumsEmployees who work onsite can enjoy free meals and snacks, and fun onsite experiencesInformation 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.To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.Thanks for your interest in this opportunity Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at goc-candidate-