Minimum qualifications:
- Bachelor’s degree or equivalent practical experience.
- 5 years of experience identifying issues in processes and creating solutions, and working with cross-functional teams to manage these changes.
- 5 years of experience building relationships with stakeholders or clients, with experience in industry-standard WFM platforms (e.g., Verint, NICE, Aspect).
- 5 years of experience in a customer or client-facing role.
- 3 years of experience in a contact center environment, including 2 years of experience in a Workforce Management (WFM) role.
- 3 years of experience designing and executing global workforce planning strategies, including the development of resource management systems, processes, and tools.

Preferred qualifications:
- MBA or Master's degree.
- 5 years of operational management experience within a fast-paced enterprise setting.
- Experience managing large-scale, dynamic technical projects involving engaging resources, tight timelines, and shifting priorities.




- Ability to switch seamlessly between high-level strategic planning and tactical execution.
- Solid communication and presentation skills to lead business reviews, align priorities with senior leadership, and influence decision-making.
- Advanced analytical skills with a structured approach to solving complex operational challenges and driving continuous process improvements.

About the job

In this role, you will lead the end-to-end distribution of incoming volume demand, oversee vendor agent forecasting and scheduling, and maximize efficiency using workforce optimization tools and processes. You will balance agent capacity across multiple vendor sites while actively identifying opportunities to boost productivity, enhance user value, and scale operations. Beyond daily execution, you will help shape our long-term support strategy and drive continuous improvement across key business processes.

Your role requires close collaboration with US-based cross-functional partners,

📌 Workforce Management Program Manager, YouTube (Hyderabad)
🏢 Google
📍 Hyderabad