Position: Workforce Manager Operations Analyst
Company: Google
Location: Hyderabad, Telangana, India
Minimum Qualifications:
- Bachelor’s degree or equivalent practical experience
- 3 years of experience in a Contact or non-Contact Center environment
- 2 years of experience in a Workforce Management role building a workforce planning strategy at a global organization, including developing resource management systems, processes, and tools
- Experience managing data science or dynamic technical projects, with competing resources and priorities
Preferred Qualifications:
- Experience working with and optimizing utilization of industry-leading Workforce Manager tools (i.e., Verint, Aspect, Anaplan)
- Knowledge of data structures, Google’s platforms, and data science methods to deploy analytical solutions and recommendations
- Ability to multitask, set priorities, and work efficiently in a high-paced environment
- Ability to operate simultaneously and effectively in both tactical and strategic modes
- Ability to create effective relationships, influence, and collaborate internally and externally at all organizational levels, including influencing skills to push things forward and remove roadblocks without authority
- Excellent verbal and written communication skills
About the job: At gTech’s Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google’s users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.
The Scaled Operations team within gTech’s Users and Products team (gUP) is responsible for providing vendor operations. Our team is the representative of Google to many of our customers, and we work with our customers to solve problems and scale solutions, incubating new products, and sharing user feedback with internal teams to influence product development.
Responsibilities:
- Participate in workforce planning activities in coordination with internal teams. Act as a single point of contact for specific workflows related issues and escalations.
- Partner with team members to build and operationalize comprehensive and flexible staffing frameworks to drive high utilization and cost-effective vendor scheduling.
- Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements. Partner in automation of routine data collection and vendor reporting processes using gUP’s complex data infrastructure.
- Orchestrate, prepare, and conduct Business Reviews with key stakeholders which include insights from vendor managers. Utilize Workforce Manager tools such as Verint and internal tools to manage capacity plans and staffing compliance.
- Be a liaison between the Global Command Center and internal stakeholders such as Vendor Managers, Forecasting, and Engineering.
Application Link: Apply Now
