Resource Optimization Senior Associate - Hive - Command Center (MIS)

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 Senior Associate, 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

• Develop and maintain daily, weekly and monthly operational analysis as it relates to volume, efficiencies, cycle time, quality, and service
• Report on operational metrics, conduct data and business analysis, and present summary of findings to management in a clear, concise, convincing, and actionable format
• Create and maintain daily operational scorecards to track and report on KPIs; assist in volume forecast and capacity planning as needed
• Provide support and maintenance to existing management information systems (MIS).
• Generate and distribute management reports in accurate and timely manner
• Develops MIS documentation to allow for smooth operations and easy system maintenance
• Provide recommendations to update current MIS to improve reporting efficiency and consistency
• Perform data analysis for generating reports on periodic basis
• Provide strong reporting and analytical information support to management team
• Generate both periodic and ad hoc reports as needed
• Understand process challenges and provide appropriate technical solutions
• Analyze business information to identify process improvements for enhancing business efficiency and effectiveness.
• Participate in cross-functional meetings to resolve recurring customer issues.
• Establish a strong relationship with Team Managers and management through a demonstration of industry knowledge and of the business issues at hand
• Analyze current business processes and make recommendations for improvements
• Maintain thorough understanding of data and information resources
• Maintain a status on all projects and proactively communicate with management and customers

Minimum Qualifications

• Excellent English communication skills (both written and oral) and stakeholder management at multiple levels
• 1-2 years 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

• Overall 2-3 years of experience in the BPO industry is preferred
• Knowledge of other tools like MS Access, Cognos, Tableau and other MIS tools
• Hands on experience with MS Office
• Bachelor’s Degree holder from an accredited institution

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, 26 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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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-global@googleoperationscenter.com .