Senior Program Manager, Workforce Management
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience working in Workforce Management roles in a contact center.
- Experience building a workforce planning strategy at a global organization, including developing resource management systems, processes, and tools.
- Experience managing data science or technical projects, with competing resources and priorities.
Preferred qualifications:
- Experience working with and optimizing utilization of industry leading Workforce Management (WFM) tools (i.e., Verint, Aspect, NICE).
- Ability to operate simultaneously and effectively in both tactical and strategic modes.
- Ability to collaborate with internal stakeholders across different functions and geographies to manage change and drive continuous improvement initiatives.
- Excellent communication skills and executive presence to lead performance review discussions and manage business priorities.
- Excellent analytical and structured problem-solving capabilities.
About the job
In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more).
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. We support a wide variety of products and our customers include consumers, partners, publishers, retailers, and our own Googlers. The gUsers and Products Scaled Operations team is on a mission to be a center of excellence in vendor operations by delivering a reliable and rewarding experience to our stakeholders and Googlers.
Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.
To learn more about gTech, check out our video.
Responsibilities
- Participate in workforce planning activities in coordination with internal teams.
- Partner with team members to build and operationalize comprehensive and flexible staffing frameworks to drive high utilization and cost effective vendor scheduling.
- Manage the overall performance of the support vendor workforce in terms of staffing compliance and service level.
- Partner in automation of routine data collection and vendor reporting processes using gUP’s complex data infrastructure.
- Be a liaison between the Global Command Center and internal stakeholders such as Vendor Managers, Forecasting, and Engineering.
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