Real Time Operations Manager, Cloud

1 week ago

Waterloo, Ontario, Canada Google Full time $120,000 - $180,000 per year
Minimum qualifications:
  • Bachelor's degree or equivalent practical experience.
  • 10 years of experience in workforce management software (e.g., Verint) and cases routing systems.
  • 4 years of experience in a contact center workforce management role.
  • 2 years of experience in a Real-Time management or Real-Time operations position.
  • Experience working with workforce management and delivery teams.
  • Experience in developing and implementing RTO governance and reporting.
Preferred qualifications:
  • Experience in advanced intraday workforce management.
  • Experience with incident and crisis management.
  • Understanding of how to apply AI practices and predictive signals to enhance real-time decision-making.
  • Knowledge of Google Cloud Platform (GCP) and Workspace products and support processes.
  • Excellent problem-solving and communication skills in transforming real-time performance data into actionable updates and reports for delivery managers and leadership.


About the job

The Cloud Support Resource Management team's primary mission is to ensure that the right number of skilled support developers are available at the right times to meet customer demand across all support channels (e.g., email, chat) and product specialties, while achieving service level goals efficiently and cost-effectively.

As a Real-Time Operations (RTO) Manager, you will be responsible for RTO operational strategy across AI Human support. You will oversee and ensure optimal service delivery across all Google Cloud Platform (GCP) specializations by leveraging data, real-time analytics, and advanced processes, including the integration of AI-driven signals for proactive monitoring and decision-making.

Google Cloud accelerates every organization's ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google's cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.



Responsibilities
  • Review and optimize the foundational elements necessary for accurate real-time operations, which involves assessing system setup, agent skilling, queue configurations, and reporting capabilities.
  • Be responsible for real-time Service Level (SL) and abandonment management by constantly monitoring metrics, creating action plans, driving alignment across delivery teams, developing and owning the RTO Playbook and escalation governance.
  • Drive maximum on-queue productivity by strictly managing agent adherence to schedules and dynamically re-allocating resources across live channels to balance service delivery.
  • Serve as the crucial link between real-time data and workforce management planning, providing feedback to enhance forecast accuracy, and actively investigating and integrating AI or predictive analytics to service issues.
  • Act as the central liaison, Google Operations Center, and Delivery teams, leading the operational response to major incidents and providing daily performance summaries to leadership.

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