Global Command Center Engagement Manager

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 drive cross-functional alignment and foster collaboration to find organizational synergies and operational efficiencies.
• Ability to multitask, set priorities, and work in a fluid environment.
• Ability to build relationships, influence, and collaborate internally and externally at all organizational levels.
• Excellent communication skills.

Workforce Management drives labor and cost management activities in YouTube Global Vendor Operations for greater efficiency.

In this role, you will apply your problem-solving and workforce management expertise to support the team in improving and managing Global Command Center engagement while driving operational efficiencies.

• Serve as the single point of contact for all Global Command Center issues. Ensure all Global Command Center processes are documented, up-to-date, and accessible.
• Manage the overall performance of Global Command Center operations regarding quality, resources, and service delivery. Partner to determine proper metrics to hold the team accountable and ensure all Service Level Agreements (SLAs) are met and managed through monthly governance forums.
• Serve as a liaison between the Global Command Center and Workforce Services (WFS). Identify process opportunities and work with teams to improve operations, drive operational excellence, and remove redundancies in processes, handoffs, etc.
• Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.