Minimum qualifications:

　　Bachelor's degree or equivalent practical experience.

　　3 years of experience in a contact center environment.

　　2 years of experience in a workforce management role building a workforce planning strategy, including developing resource management systems, processes, and tools.

　　Preferred qualifications: 5 years of experience in a fast-paced environment managing large-scale, dynamic technical projects with competing resources and priorities.

　　Experience with Verint or similar WFM tool.

　　Ability to operate in both tactical and strategic modes and collaborate with internal stakeholders across different functions and geographies to manage change and drive continuous improvement initiatives.

　　Ability to work in a virtual team environment and work US-based hours.

　　Excellent communication skills to lead performance review discussions and manage business priorities.

　　Excellent analytical and structured problem-solving skills.

　　About the job

　　YouTube's user base is growing and changing, presenting unique challenges and opportunities to support over a billion monthly users globally. Fast-paced, dynamic, and proactive, the YouTube Support team provides seamless, brilliant support to our content creators, advertisers, and viewers on all platforms around the world. Our goal is to ensure users have easy access to comprehensive support when and where they need it, and to allow our users' voices to help shape product solutions.

　　As a member of the Support team, you'll analyze top issues facing our users and content creators, work with cross-functional teams to resolve them, and help manage support operations. Whether directly engaging with our biggest creators, surfacing problems to our technical teams, driving analytical insights, or liaising with vendors to provide stellar support, you'll drive reach, satisfaction, and resolution - making YouTube an exceptional user experience for everyone.

　　As a Workforce Management Program Manager, you will work as a liaison between Global Command Center and internal stakeholders such as Vendor Managers, Forecasting and Insights team, etc. to identify the process opportunities and work with teams to help streamline operations, drive operational excellence, and remove redundancies in the process, handoffs, etc.

　　At YouTube, we believe that everyone deserves to have a voice, and that the world is a better place when we listen, share, and build community through our stories. We work together to give everyone the power to share their story, explore what they love, and connect with one another in the process. Working at the intersection of cutting-edge technology and boundless creativity, we move at the speed of culture with a shared goal to show people the world. We explore new ideas, solve real problems, and have fun - and we do it all together.

　　Responsibilities

　　Participate in workforce planning activities in coordination with internal teams. Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements.

　　Build and operationalize comprehensive and flexible staffing models to drive high utilization and cost effective vendor scheduling. Manage the overall performance of the support vendor workforce in terms of staffing compliance and service level.

　　Orchestrate, prepare, and conduct Business Reviews with key stakeholders which include insights from vendors. Automate routine data collection and vendor reporting processes using YouTube's complex data infrastructure.

　　Utilize WFM tools such as Verint and Anaplan to manage capacity plans and staffing compliance. Manage multiple analytics projects and ad-hoc requests with great flexibility and tolerance for ambiguity.

　　Act as single point of contact for specific workflow related issues and escalations.