Google Looking For Planning & Workforce Management Lead at Austin, TX Full Time

Minimum qualifications:
Bachelor’s degree or equivalent practical experience.

7 years of experience with workforce planning and 1 workforce management tool.

5 years of experience in managing a team of engineering and/or operations professionals

Experience with Workforce Supply/Demand planning in a global 24×7 customer or support environment

Preferred qualifications:
Experience leading process design and improvements or large complex projects including business transformation and change management.

Familiarity with SQL and business intelligence tools

Self-motivated and driven individual with a proven ability to work independently, achieve ambiguous goals, prioritize work, and implement structure and clarity.

About the job

Technical support for a technology company is a big task. As the Corporate Operations Engineer within the IT Support Technician team, your mission is to enable the people and technology that keep Google running. Your team provides the front line user support for all of our internal tools and technologies. Beyond the day-to-day, the team will contribute to longer-term technical projects, process improvement and the documentation efforts that help make the Google magic happen.

The position of the Planning & Workforce Management Lead is a critical role connecting our globally distributed support operations. You’ll work with our leadership team to meet the evolving IT Support needs of Googlers across hundreds of offices in a 24×7 multi-channel environment. You will be data-driven, innovative, collaborative and passionate about user support at scale. Your analytical and communication skills will be on display through effective workforce management planning, forecasting and optimization to deliver an exceptional customer support experience at scale. You will implement the tools and processes necessary to do so, and drive the execution and rollout of such initiatives.

At Corp Eng, we build world-leading business solutions that scale a more helpful Google for everyone. As Google’s IT organization, we provide end-to-end solutions for organizations across Google. With an inclusive mindset, we deliver the right tools, platforms, and experiences for all Googlers as they create more helpful products and services for everyone. In the simplest terms, we are Google for Googlers.

Responsibilities

Manage the end-to-end capacity planning efforts, from forecasting demand to scheduling of agents in order to meet desired service levels and partner with Engineering teams and to lead rollout of workforce management tools, and integration with case management platforms.

Analyze data, present to peers and leadership team, to highlight trends and insights to influence business decisions.

Form the vision, roadmap, and goals for workforce planning, taking into consideration the immediate needs, resourcing constraints, and long-term strategy through efforts like annual budget/resource planning.

Develop strategy, systems, and repeatable processes to manage global support resources across multiple channels to ensure optimal customer experience and operational efficiency.

Identify gaps and shortcomings in scheduling processes, including quality of data, and partner with BI team in order to ensure success.

Google is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. See also Google’s EEO Policy and EEO is the Law. If you have a disability or special need that requires accommodation, please let us know by completing this form.