Google Operations Center
Resource Optimization Senior Associate - Hive - Command Center
IN-HYD-SAR1, IN · Senior
Sponsorship not specifiedDetected 76 days ago
Data VisualizationStakeholder ManagementOutbound SalesCommunicationMicrosoft Office
About the role
- We work hard, we play hard, and we want you to join us!
- 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.
Responsibilities
- Experience in client product support
- Manage and monitor call/contact/work forecasts and handle time forecasts for defined interval - typically on a daily and weekly basis
Requirements
- 2-4 years relevant workforce management experience
- Exposure to multi-channel and multi skill inbound/outbound processes and experience in queue management and various scheduling systems
- Knowledge of contact center methodologies, process requirements and capabilities
- Proven experience in operating and directly handling a scope of more than 100 FTEs
- Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required
- To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.
Nice to have
- Experience on ACD switches like Avaya CMS, Symposium, Verint
- Knowledge of other tools like MS Access, Cognos, Tableau and other MIS tools
- Hands on experience with MS Office
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
Visa & Work Authorization
- ment 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 protec
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This listing is sourced directly from Google Operations Center's careers page and normalized into a canonical job model.