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
Role Overview:
As the Workflow Management Team Lead, you’ll be responsible for overseeing, managing, and evaluating the effectiveness of a workflow operations team.
Position Responsibilities:
- Improve metrics, and motivate teams to continue to reach and surpass KRA’s/KPI’s
- Oversee the performance of the sector by managing all Product Areas (PAs) within the sector, including CG&E;, TLS, Retail, and IS.
- Conduct thorough analysis to extract sector-wide insights, highlighting successful practices and providing guidance for any PAs where metrics fall short of established goals.
- Drive initiatives to meet SLAs on business metrics like Escalations, Customer Sentiment scores, Quality, Timeliness, Consult reductions
- Compile and report weekly, monthly and quarterly metrics.
These reports are shared with the stakeholders & Internal teams to evaluate performance and with associates for training and improvement.
- Coordinate with Internal/External stakeholders/ managers to set KRA’s, share feedback, and implement changes
- Hold 1:1 meeting with each individual team member to discuss performance along with work related and non-work related issues
- Demonstrates excellent time-management skills and the ability to work independently: using resources, policies and procedures
- Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
Minimum Qualifications:
- Client service mindset: ability to make decisions in the best interests of clients
- Robust reasoning and logical thinking skills: Ability to analyze customer issues along with his/ her account information to narrow down the funnel and identify possible root causes of issues
- Continuous Improvement mindset: be ab
📌 Workflow Management Team Lead (Ingur)
🏢 Google Operations Center
📍 Ingur
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