Resource Optimization Specialist - Hive - GOC (Resource Planner)

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 Specialist, 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

• Create long term month on month forecasting models for pods assigned to support GOC Operations for long term capacity planning.

• Create a short term monthly forecast basis the actual trends for scheduling purposes.

• Monthly Stakeholder meetings to review the Actual Vs Forecast trend analysis and align forecast and assumptions for scheduling requirements.

• Analyze current and historical contact volume and volume trend, handle time, productivity trend and future requirements to develop budget and call/contact volume/work forecasts.

• Analyze current and future contact handling resources, attrition trend, learning curve, shrinkage, productivity factors, desk availability and shift requirements, to develop a staffing plan that includes optimum skill set mix, replacement and recruiting timing, training and cross training details.

• Provide agreed upon monthly call/contact/work volume forecasts and assist with breakdown to daily forecasts as required. Provides recommendations in balancing client driven forecasts, billable headcounts, agent utilization and other operational key performance indicators.

• Provide the overtime requirement basis the current and future FTE requirements and volume trend.

• Maintain internal databases on actual volumes to validate client provided forecasts.

• Work with all stakeholders in managing planned shrinkages, moving headcounts between workflows to ensure optimized delivery of services.

• Maintains the capacity file through regular discussion with stakeholders to plan for attrition assumptions, KPI requirements, workflow growths and reductions

• Maintains a roster to track employee lifecycle from hire to fire through collating information from HR systems and all operational stakeholders

• Reconciles with operations heads bi-weekly on employee current and near future status for all capacity needs.

Minimum Qualifications

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

• 4-6 years of relevant workforce management experience or 2+ years relevant resource planning/capacity planning 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

Preferred Qualifications

• Strong fundamental knowledge of Call Center Operations & Calculations

• Strong skills in MS Office (especially in Excel – Calculations and Formulas, Pivot Tables, Graphs and Macros) Coding and Automation

• Knowledge of other tools like MS Access, Cognos, Tableau and other MIS tools preferred

• 1+ year experience in WFM (RTA role) working on WFM tools like IEX, Aspect eWFM, Blue Pumpkin etc and experience on ACD switches like Avaya CMS, Symposium, Verint

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, 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

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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.

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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 [email protected].