Workforce Real Time Analyst

Join us at the Google Operations Center for the opportunity to help Google users
tackle their problems and accomplish their goals, all while working in a dynamic and
diverse environment.

As the Workforce Real Time Analyst, 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

● Experience in client product support

● Proven experience in operating and directly handling a scope of more than 100
FTEs
● Know-how in managing real time adherence in different lines of business in a
multi-skill environment simultaneously (shrinkage, outages, under/overstaffing
etc.)
● Knowledge of WFM tools (Verint, IEX, CMS Avaya) - Aspect preferable
● Advanced Excel skills (LOOKUP, INDEX, IFS, pivot tables, MATCH, table arrays,
macros)
● May make decisions about day-to-day operations, including management of
work assignments and information between shifts as well as workload,
equipment, staffing, and scheduling approaches
● Provide agreed upon monthly call/contact/work volume forecasts and assist
with breakdown to daily forecasts as required
● May include management of resources performing these key responsibilities
● Update and modify call/contact/work forecasts and handle time forecasts for
defined interval - typically on a daily and weekly basis
● Track and report employees' adherence to schedule, including off phone
activity, using workforce software where applicable
● Make configuration changes to the scheduling system as required
● May adjust queues in call routing software as required to optimize staffing and
service level results

Minimum Qualifications

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

Preferred Qualifications

● 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 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
● We support your teams with free daily meals, fully stocked micro-kitchens,
culture clubs and employee resource groups that let you share what you care
about