Hive - Resource Optimization Senior Associate - Cloud Support (For Pooling)

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Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.

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

• 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 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 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

Benefits

• We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
• We support your family with gender-neutral baby bonding leave, 14 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
• We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about

At Google Operations Center, we don’t just accept difference - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know.

IMPORTANT: This job posting is for Employee Referral purposes only. If you wish to explore internal opportunities within GOC, please head over to our Internal Job Posting site.

If you have referrals for this position, please choose +Add a Referral from your Greenhouse dashboard. Alternatively, you can use this instruction guide.

Thank you for visiting our referral job board and for participating in GOC Join!