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Escalation Specialist, Social Comms and Escalations
Posted Yesterday
Job Description
- Publish and communicate operational metrics/key performance indicators with some guidance.
- Contribute to creation of or maintenance of standard operating procedures, process maps, workflow documentation, help resources, and relevant training and certification programs.
- Contribute to tracking and analysis for trends of operational characteristics in process or workflow performance and identify opportunities to improve operational procedures with some guidance (e.g., manage utilization, eliminate non-productive activities, create cross-site efficiencies, influence automation and robotics enhancements).
- Provide feedback to service providers and internal Google stakeholders on how processes/products may be improved to simplify complex workflows and scale the operation. Work with partner teams (e.g., service provider teams, internal teams) to set and implement process improvements and changes with some guidance. Define and implement workflow efficiency scoring frameworks to proactively and retroactively identify gaps in execution with some guidance.