Workflow Management Team Lead (For Pooling)

Join Us!

Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.

As the Operations Team Lead, you are responsible for managing and mentoring agents that support Google Analytics and its connected products. As team lead, they are also responsible to deliver value-adding work to customers and GOC while adhering and living our GOC values.

Position Responsibilities

• Responsible and accountable to handle client escalations and respond in a timely manner
• Responsible to evaluate performance of team members and develop timely action plans for improvements
• Accountable to elevate bottom quartile performers
• Display good leadership skills and traits to manage overall team well-being
• Responsible for intra-team relationship and engagements, keeping the team morale high and well motivated
• Chief responsible to comply and influence the team's adherence to GOC policies
  
  

Minimum Qualifications

• 6 years of business operations, BPO or other customer-service focused industry experience, with 2+ years of managerial experience
• Knowledge of Google Advertising Platforms and Google Analytics/Tag Manager
• Has demonstrated experience to lead a team
• Excellent verbal and written communication skill demonstrated through managing stakeholders and employee interactions
• Proven expertise in establishing, overseeing, and shaping relationships with internal stakeholders, leveraging data to derive valuable insights, and resolving intricate issues.
• Excellent change management skills
  
  

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, 14 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 Google Operations Center, we don't just accept difference - we celebrate it, we support it, and we thrive on it 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.