Business Operations • Senior

Who you are

You have a Bachelor's degree or equivalent practical experience, along with Six Sigma certification. With at least 10 years of experience in a contact center environment, you have also held a workforce management role, demonstrating your ability to build effective workforce planning strategies at a global organization. You are skilled in developing resource management systems, processes, and tools, and have experience working with multiple data sources to generate insights from analyses. Your strong communication skills enable you to build relationships and influence stakeholders at all organizational levels.

You thrive in environments that require multitasking and prioritization, and you are adept at driving cross-functional alignment to foster collaboration and operational efficiencies. Your problem-solving expertise in workforce management will be crucial in supporting the team to improve and manage Global Command Center engagement. You are comfortable working US hours or some portion of them, ensuring that you can effectively manage global command center operations.

Desirable

Experience with the deployment of initiatives requiring change management and leadership buy-in is a plus. You have a proven track record of implementing and executing strategies that enhance operational performance and service delivery. Your ability to document processes and ensure they are up-to-date and accessible is essential for maintaining high-quality operations.

What you'll do

In this role, you will serve as the single point of contact for all global command center issues, ensuring that all processes are documented and accessible. You will manage the overall performance of global command center operations, focusing on quality, resources, and service delivery. Your responsibilities will include partnering with teams to determine metrics that hold the team accountable and ensure all service level agreements (SLAs) are met through monthly governance forums.

You will work closely with various internal groups to understand business requirements and implement new processes that contribute to ongoing improvements. Your role will involve tracking key performance indicators (KPIs) and establishing an intake process for global command center support. You will also collaborate with teams to drive operational excellence and remove redundancies in processes and handoffs, ensuring that the command center operates efficiently and effectively.

What we offer

At Google, you will be part of a dynamic team that values collaboration and innovation. We encourage you to apply even if your experience doesn't match every requirement, as we believe diverse teams build better products. You will have the opportunity to work in a supportive environment that fosters professional growth and development, allowing you to enhance your skills and advance your career in operations management. Join us in making a significant impact on our global command center operations and driving efficiencies across the organization.