Real Time Operations Manager, Google Cloud

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 d...