Resource Optimization Senior Associate

Resource Optimization Senior Associate - Hive - Cloud Support at Google Operations Center Location: Taguig, National Capital Region, Philippines Join us at Google Operations Center where we help users and customers solve problems and achieve their goals in a culture focused on continuous improvement. The role supports a 24x7 business model (shift timings dependent on requirements), focusing on real‑time delivery of service line work, from queue monitoring/flagging and metrics reporting up to stakeholder management. Position Responsibilities Closely work with Operations to drive real‑time schedule adherence to achieve service levels and efficiency goals. Provide communication to and from Operations and other support departments for escalation of service‑impacting issues. Conduct ongoing (daily, weekly, ad hoc) root cause analysis of service delivery, staffing, and other relevant metric failures to drive process improvements within the team. Identify real‑time reasons for service level spikes, agent‑state anomalies, and trends and perform post‑mortem analysis. Analyze operations historical performance and proactively deliver recommendations to improve service levels. Ensure the incident management process is followed and all communication requirements are met. Monitor case arrivals and ensure that assignments are made to appropriate agents promptly. Perform scrubbing process for cases and other ad hoc tasks. Minimum Qualifications 1–2 years of experience in a Contact Center Workforce Management position (WFM analyst, scheduler, etc.). Good oral and written communication skills and the ability to multitask in a fast‑paced environment. Ability to analyze data and prepare recommendations supported by strong analytical and critical thinking skills. Proficiency with Microsoft Excel and Office & Google Suite for storing data, creating reports, and performing other tasks. Ability to build and revise email communications quickly while articulating a clear message to vendor partners. Adaptability in a dynamic work environment, learning quickly and solving problems with minimal supervision. Preferred Qualifications Working knowledge of Workforce Management methodologies and software. Experience with Verint WFM/Aspect eWFM/NICE IEX or similar workforce management products. Experience with telephony systems and a good understanding of volume routing/allocations. Bachelor’s degree in Business, Finance, Accounting, Statistics, Math, or a related field; or 1–2 years of equivalent experience. Experience analyzing large datasets in SQL, Google Sheets, or similar tools. Experience in Resource Planning. Benefits Competitive wages and comprehensive health care including medical, dental, and vision coverage. Gender‑neutral baby bonding leave, 18‑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. Information 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 #J-18808-Ljbffr