Metrics & Reporting Specialist - Hive - Cloud Support

Join Us!

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!

As the Metrics & Reporting Specialist will be responsible for diving into the complex data sets and analyzing the intricacies of the Cloud Support system. The successful candidate will be an analytical problem solver, have an extremely high level of customer focus and a passion for driving improvements in the areas of data & analytics. As you further your career as a Business Analyst on the team, you will remove barriers to the business intelligence teams need, support self-service tools and mechanisms, and identify opportunities for improved analytics. In this role, you will work closely with the Program Managers from different locations, Data Engineers and different users of the data to dive deep into the data sets and resolve customer queries. If you are passionate about analyzing data, discovering and solving real world problems and building metrics and business cases to improve customer experience, love questioning the status quo, and enjoy seeing a tangible impact from your work, this is the role for you..

Position Responsibilities

• Efficiently manage multiple concurrent data mining projects, resolving issues and engaging with appropriate stakeholders as needed.
• Building new data pipelines and creating understanding about the Contact Center Business and related KPIs for the wider team.
• Be the voice and advocate for our customers when something doesn’t feel right in the data.
• Develop and maintain ongoing metrics, reports, analyses, and dashboards to provide visibility into system performance.
• Provide analytical support to important initiatives in order to drive decisions and prioritize efforts
• Build queries and analyze data to identify trends, root cause issues, and system and process improvement opportunities
• Extract data from different sources using SQL and develop analytical reports and reporting frameworks using Sheets, DataStudio and other available tools
• Create and design new, intuitive dashboards for users with different technical backgrounds
• Maintain and improve on existing scripts, dashboards and workflows
• Identify, investigate and report on data discrepancies once and when they come up
• Serve as technical support extending to other teams in creating new workflows, effectively working with data and configuration of different tools, dashboards and reports
• Perform other related functions that may be assigned from time to time
  
  

Qualifications

Minimum Qualifications

• 4 to 6 years of professional experience in analytics, measurement & experimentation, statistical data analysis, or comparable experience.
• Advanced working knowledge of data mining using SQL.
• Excellent communication (verbal and written) and interpersonal skills and an ability to effectively communicate with both business and technical teams.
• Proven problem solving skills, project management skills, attention to detail, and exceptional organizational skills.
• Proven track record of taking ownership and driving results.
• Ability to deal with ambiguity and competing objectives in a fast-paced environment.
• Experience working in Scrum or Agile environments.
• Experience building dashboards, reports, or tools through technologies such as SQL.
• Basic / beginner knowledge of Java.
  
  

Preferred Qualifications

• Bachelor's degree in Business, Computer Science, Engineering or a related field.
• Master’s in Business, Computer Science, Engineering or a related field.
• Previous experience in the Contact Center environment.
• Previous experience in automating tasks, identifying and eliminating waste in process and established organizations.
• Six Sigma Green Belt or higher.
• Previous experience with G Suite or Google Cloud Platform.
  
  

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, 18 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 the Google Operations Center, we don't just accept differences - we celebrate them, we support them, and we thrive on them 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.