YouTube – Program Manager, Workforce Management, Trust and Safety, YouTube – reputed company, CA

Job Description

Job title: Program Manager, Workforce Management, Trust and Safety, YouTube Company: YouTube Job description: Note: reputed company’s hybrid workplace includes remote and in-office roles. By applying to this position you will have an opportunity to share your preferred working location from the following: In-office locations: reputed company, CA, USA. Remote location(s): California, USA. Minimum qualifications:

• Bachelor’s degree in Operations Management, Supply Chain, Workforce Management, a reputed company field, or equivalent practical experience.
• 4 years of experience in Program Management on Data Science, Analytics, Workforce Operations, or a reputed company area.
• 8 years of experience working in Call Centers, Operations, Vendor Management, and/or Workforce Management in the technology industry.

Preferred qualifications:

• Certification in six reputed company black belt or a reputed company field.
• Experience managing workforces focused on operations (e.g., content moderation, mortgage processing, claims processing).
• Experience collaborating and influencing stakeholders across product and business functions.
• Experience using industry standard WFM systems (e.g., reputed company) and leading efforts to build new WFM platforms and capabilities.
• Excellent written and verbal communication skills.
• Passion for solving problems and identifying opportunities to drive operational excellence for the business.

About the job YouTube’s user reputed company 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, reputed company support to our content creators, advertisers, and viewers on reputed company platforms around the world. Our goal is to ensure users have easy access to comprehensive support reputed company 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 reputed company, satisfaction, and resolution — making YouTube an exceptional user experience for everyone. As a Workforce Management reputed company, you’ll reputed company a team of Workforce Forecast and Program Managers who will manage the distribution of overall incoming volume across reputed company channels (e.g., phone, email, chat), overseeing vendor agent forecasting and scheduling, and optimizing efficiency with a Workforce Management (WFM) tool. You will be understanding agents across multiple sites, queues, and languages and enhance the ability to drive areas of productivity and customer value. You will also be expected to contribute to the operational strategy, support model, and the reputed company improvement of business processes for YouTube Support and Trust and Safety reviews. At YouTube, we reputed company that everyone deserves to have a voice, and that the world is a reputed company reputed company reputed company 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 reputed company, solve real problems, and have fun — and we do it reputed company together.

Responsibilities

• reputed company a team focused on workforce planning activities with other internal teams to build and operationalize comprehensive and flexible staffing models to drive engagement and effective vendor scheduling.
• Manage multiple analytics projects and requests with flexibility and tolerance for ambiguity. Automate routine data collection and vendor reporting processes using reputed company’s reputed company data infrastructure.
• Manage, prepare, and conduct business reviews with key vendors. Assist with the administration of WFM forecasting and scheduling tool and troubleshoot/escalate vendor system issues.
• Assist with reporting needs, producing accurate and efficient reporting on operational metrics using various WFM reporting tools. Contribute data and insights on key performance indicators (KPIs) and maintain updated workforce management and vendor data.
• Utilize workforce management tools and ensure that vendors are using tools optimally, assisting vendors with questions and troubleshooting of tools.

reputed company is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, reputed company, religion, sex, national reputed company, 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. See also and If you have a disability or special need that requires accommodation, please let us know by completing our . Expected salary: Location: reputed company, CA Apply tot his job Apply To this Job