Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As the Workflow Management Team Lead, you are primarily responsible for overseeing, managing and evaluating the efficacy of a workflows operations team.
Position Responsibilities
- Monitor overall success of workflow service delivery
- Review performance data from the operations teams to evaluate the efficacy of individual influencers and come up with ideas for improvement, where appropriate.
- Maintain overall accountability for the team or workflow assigned including performance of each of the associates in the team. Serve as One Stop Shop for the team/workflow assigned.
- Ensure teams have all necessary resources to perform delivery work. Request for changes/assistance as required for the execution of smooth Operations.
- Review and analyze performance of the associates and teams. Action performance enhancement steps as and when necessary.
- Work with associates and other stakeholders in advocating enhancement opportunities for the Workflow.
- Reach out to various stakeholders (internal and external) and solve any issues impacting the operations. Call out for assistance during BCP situations
- Provide effective coordination with other departments in the analysis and resolution of problems
- Assess the feasibility of proposed problem resolutions, including the resource availability and potential schedules; review and approve workarounds and resolutions
Minimum Qualifications
- Excellent verbal and written english language skills
- Bachelor's degree from an accredited institution
- 6 years of business operations, BPO or other customer-service focused industry experience, with 2+ years of People management experience
Preferred Qualifications
- Demonstrated ability to be customer-oriented in handling communications and issues
- Experience running complex processes or teams
Benefits
- We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 26 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At Google Operations Center, we don't just accept differences - we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. 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. If you have a disability or special need that requires accommodation, please let us know.
