Workflow Management Team Lead - Customer Support - PMAX (Shared)

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 Workflow Management Team Lead, you’ll be responsible for overseeing, managing, and evaluating the effectiveness of a workflow operations team.

Position Responsibilities

• Improve metrics and motivate teams to continue to reach and surpass KRAs/KPIs
• Drive initiatives to meet SLAs on business metrics such as Escalations, Customer Sentiment scores, Quality, Timeliness, Consult reductions
• Compile and report weekly, monthly and quarterly metrics. These reports are shared with stakeholders & internal teams to evaluate performance and with associates for training and improvement
• Coordinate with internal/external stakeholders and managers to set KRAs, share feedback, and implement ch...