Resource Optimization Specialist - GPO - Shared

Join Us!

At Google Operations Center we help Google users and customers solve problems and achieve their goals—all while enjoying a culture focused on improving continuously and being better together. We work hard, we play hard, and we want you to join us!

As a Reporting Analyst, you will play a key role in driving critical business decisions by analyzing metrics and designing high-impact reports. You will communicate these insights to stakeholders and provide actionable recommendations based on your findings. Furthermore, you will analyze existing report bottlenecks and identify opportunities to optimize data visualization and delivery, ensuring information is easily understood and actionable for stakeholders.

Position Responsibilities

• Architect AI-ready data pipelines to ensure granular operational metrics—such as handle time, queue occupancy, and abandonment rates—are clean, structured, and optimized for consumption by advanced LLMs and autonomous reporting agents.

• Execute adaptive modeling using machine learning to simulate complex contact center scenarios. Utilize predictive AI to stress-test workflows, identify bottleneck risks, and proactively forecast how shifts in volume impact service level attainment.

• Orchestrate autonomous workflows and agentic WFM systems, leveraging low-code automation and AI agents to continuously optimize schedules, shift distribution, and department-wide operational efficiency.

• Govern and audit performance dashboards and intraday trackers. Establish robust QA protocols to validate AI-generated insights, eliminate reporting bias, and ensure absolute data integrity across all key performance indicators (KPIs).

• Synthesize AI-driven performance intelligence into executive-level narratives. Translate complex queue variances, capacity gaps, and workflow inefficiencies into clear, actionable recommendations that guide leadership decisions.

• Lead organizational efforts to integrate AI into business analyst functions. Partner with cross-functional teams to pilot and deploy advanced analytical tools that drive systemic productivity and long-term operational growth.

Minimum Qualifications

• 4+ years of hands-on experience in Workforce Management (WFM) combined with 3–5 years of experience as a Business Analyst, bridging operational execution with strategic planning.

• Deep knowledge of contact center methodologies, process requirements, and operational capabilities, with exposure to multi-channel and multi-skill inbound/outbound environments.

• High proficiency in SQL and Google Workspace (including Google Sheets, Slides, and AppSheet) to develop intuitive dashboards, complex pivot tables, and data visualizations that translate raw operational metrics into actionable business insights.

• Experience leveraging Gemini AI and generative AI tools to accelerate business analysis, streamline SQL and code generation, automate reporting workflows, and draft structured operational documentation.

• Strong capability to monitor intraday queue performance, manage real-time schedule adherence, and generate high-impact reports that identify SLA risks and resource utilization bottlenecks.

• Excellent written and oral English communication skills, with a proven track ability to manage relationship dynamics and coordinate with stakeholders at multiple leadership levels.

Preferred Qualifications

• 3-5 years of hands-on experience in Workforce Management (WFM) combined with 3-5 years of experience as a Business Analyst, bridging operational execution with strategic planning.

• Deep knowledge of contact center methodologies, process requirements, and operational capabilities, with exposure to multi-channel and multi-skill inbound/outbound environments.

• High proficiency in SQL and Google Workspace (including Google Sheets, Slides, and AppSheet) to develop intuitive dashboards, complex pivot tables, and data visualizations that translate raw operational metrics into actionable business insights.

• Experience leveraging Gemini AI and generative AI tools to accelerate business analysis, streamline SQL and code generation, automate reporting workflows, and draft structured operational documentation.

• Strong capability to monitor intraday queue performance, manage real-time schedule adherence, and generate high-impact reports that identify SLA risks and resource utilization bottlenecks.

• Excellent written and oral English communication skills, with a proven track ability to manage relationship dynamics and coordinate with stakeholders at multiple leadership levels.

Benefits

• We support you with competitive wages and with comprehensive health care including medical, dental and vision coverage

• We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums

• Employees who work onsite can enjoy free meals and snacks, and fun onsite experiences

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Google Operations Center (GOC) is committed to equal employment opportunities regardless of race, creed, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or veteran status or any other basis protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

To ensure a barrier-free interview, please mention any required assistance or specific arrangements in your application and confirm them with your recruiter.

To all recruitment agencies: Google Operations Center (GOC) does not accept agency resumes. Please do not forward resumes to our jobs alias, GOC employees, or any other organization location. GOC  is not responsible for any fees related to unsolicited resumes.

Thanks for your interest in this opportunity! Our recruitment team will contact you if your profile is a good fit for the role. If you don't hear from us within 2-3 weeks, please consider your application unsuccessful at this time. We value your patience throughout this time. For any questions, feel free to reach out to us at [email protected].