Workflow Management Team Lead - Customer Support - IVL

Position Overview

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.

Position Responsibilities

• Conduct periodic and real-time coaching sessions aligned with corporate performance management frameworks to drive employee growth and engagement.
• Ensure timely delivery of client and site business reporting deliverables with a high level of accuracy and provide meaningful insights that drive action for stakeholders.
• Manage workload distribution across the team to ensure all client requests and escalations are resolved within established Service Level Agreements (SLAs).
• Drive the consistent achievement of key performance indicators (KPIs) and organizational objectives (OKRs), proactively identifying and escalating roadblocks to the appropriate stakeholders.
• Facilitate regula...