Global Command Center Engagement Manager
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Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- Six Sigma certified.
- 7 years of experience in a Contact Center environment and 3 years of experience in a Workforce Management role.
- 7 years of experience building a workforce planning strategy at a global organization including developing resource management systems, processes and tools.
- Experience working with multiple data sources and combining relevant information to generate insights from analyses.
Preferred qualifications:
- Experience with the deployment of initiatives requiring change management, leadership buy-in, implementation, and execution.
- Ability to multitask, set priorities and work in a fluid environment.
- Ability to drive cross-functional alignment and foster collaboration to find organizational synergies and operational efficiencies.
- Ability to build relationships, influence, and collaborate internally and externally at all organizational levels, along with excellent influencing skills.
- Excellent communication skills.
About the job
Workforce Management drives labor and cost management activities in YouTube Global Vendor Operations for greater efficiency.In this role, you will apply the problem-solving abilities and workforce management expertise to support the team with improving and managing the Global Command Center engagement and driving operational efficiencies.
Responsibilities
- Serve as single point-of-contact for all Global Command Center related issues. Ensure all Global Command Center processes are documented, up to date and accessible.
- Manage the overall performance of Global Command Center operations in terms of quality, resources and delivery of service. Partner to determine proper metrics to hold Global Command Center accountable and ensure all aspects of Global Command Center Service Level Agreements (SLAs) are met and managed through monthly governance forums.
- Be a liaison between Global Command Center and Workforce services (WFS), identify the process opportunities and work with teams to help improve operations, drive operational excellence, remove redundancies in the process, hand-offs, etc.
- Work closely with various internal groups to understand business requirements, implement new processes and contribute to ongoing process improvements.
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