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Location

Secunderabad | India

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Job description

Minimum qualifications:

• Bachelor's degree or equivalent practical experience
  
• 3 years of experience in a Contact or non-Contact Center environment
  
• 2 years of experience in a Workforce Management role building a workforce planning strategy at a global organization, including developing resource management systems, processes, and tools
  
• Experience managing data science or dynamic technical projects, with competing resources and priorities
  

Preferred qualifications:

• Experience working with and optimizing utilization of industry leading Workforce Manager tools (i.e., Verint, Aspect, Anaplan)
  
• Knowledge of data structures, Google's platforms, and data science methods to deploy analytical solutions and recommendations
  
• Ability to multitask, set priorities, and work efficiently in a high-paced environment
  
• Ability to operate simultaneously and effectively in both tactical and strategic modes
  
• Ability to create effective relationships, influence, and collaborate internally and externally at all organizational levels, including influencing skills to push things forward and remove roadblocks without authority
  

• Excellent verbal and written communication skills

About the job

At gTech's Users and Products team (gUP), our mission is to help users get the most out of Google. We represent the voice of Google's users and many of our partners globally, sharing insights with the larger Google organization to enable exceptional customer and product experiences.

gUP builds innovative solutions that take user experience and engagement with Google to the next level, supporting users across products, countries, cultures, incomes, and identities. We advocate for users through partnerships with product areas at Google (and some Alphabet businesses), supporting Google's consumer products ecosystem and enabling numerous launches for Google's consumer products each year.

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 gUP 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.

This job requires you to work in a virtual team environment and work US hours.

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 .

Responsibilities

• Participate in workforce planning activities in coordination with internal teams. Act as a single point of contact for specific workflows related issues and escalations.
  
• Partner with team members to build and operationalize comprehensive and flexible staffing frameworks to drive high utilization and cost effective vendor scheduling.
  
• Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements. Partner in automation of routine data collection and vendor reporting processes using gUP's complex data infrastructure.
  
• Orchestrate, prepare, and conduct Business Reviews with key stakeholders which include insights from vendor managers. Utilize Workforce Manager tools such as Verint and internal tools to manage capacity plans and staffing compliance.
  
• Be a liaison between the Global Command Center and internal stakeholders such as Vendor Managers, Forecasting, and Engineering.
  

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Job tags

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Salary