Leads a team of 7 real-time analysts, which is a mix of L1-L3 resources, to help execute plans, help mitigate real-time issues & maximize available staffing resources across vendor parts using real-time monitoring processesProvides support through weekly coaching & monitors their performance in order to meet client demands and company OKRsFacilitates metrics discussion during weekly business reviews with vendor operationsSupports multiple YouTube product areas (TV, Paid Product & Viewer Support, SupportPartner & Creator Support, New Deal for Consumers) from real-time management standpointTranslates stakeholder's requirements into reporting deliverables while ensuring accuracy and timeliness of the reportsActs as real-time management point of contact in the absence of WFM manager or co-leads, particularly on critical tentpole events

Key point of contact responsible in delivering capacity recommendations and strategies to the stakeholders through due diligence review of the assumptions and calculations used in long-term & short-term planningProvide subject matter expertise in important stakeholders discussions and business updates and ensure that the Resource Planners have the right business context on what they do. Lead a team of Resource Planners and will be managing the direct reports performance through coaching & feedback, documenting results, counseling and mentoring, and delegation of work.

• Facilitates staffing reviews and SL projection analysis with vendor partners• Coordinates with client WFM in various analyses (capacity, metric sensitivity, etc.) using relevant data trends• Responsible in creating and maintaining reporting templates in MS Excel, Google Sheets, PLX/Data Studio• Translates stakeholder's requirements into reporting deliverables while ensuring accuracy and timeliness of the reports• Provides intraday/day-of-week allocation of weekly forecasts, staffing lock recommendations and communicates insights to both client and vendors• Innovating new data processing technologies to cater to the client's business intelligence needs (e.g. various forecasting methodologies, automation of existing RP reports)

• Dashboard and reports generation on various data processing platforms (MS Excel, Google Sheets, SQL, Google Data Studio) for various YouTube LOBs (Paid Support, Partner Ops, Trust & Safety)• Translates stakeholder's requirements into reporting deliverable while ensuring accuracy and timeliness of the reports• Develops performance metrics and delivers ad hoc reports as requested by clients and internal workforce team• Participates in innovating new data processing technologies to cater to the client's business intelligence needs and eliminate task redundancies (e.g. reporting templates, automated dashboards, root-cause analysis, etc.)• Overseeing the reporting/SQL training and transition of new hires in preparation for the reporting analytics work.• Translates forecast numbers from Google Support Insights team into DOW and intraday staffing requirements based on historical data.• Acts as point of contact for the whole YouTube Hive Analytics team in the absence of a lead.

• Translates stakeholder's requirements into reporting deliverables while ensuring accuracy and timeliness of the reports• Assists analyst team with dashboard and reports generation and maintenance on various data processing platforms (MS Excel, Google Sheets, SQL)• Develops performance metrics and delivers ad hoc reports as requested by clients and internal workforce team• Participates in innovating new data processing technologies to cater to the client's business intelligence needs and eliminate task redundancies (e.g. reporting templates, automated dashboards,root-cause analysis, etc.)

• Responsible for real time monitoring, tracking, documenting and communicating agent activity on multiple lines of business. Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.• Acts as a first point of contact for any escalations, outages, system issues or any other production impacting situations.• Prepares intraday and end-of-day client reports while ensuring timeliness and accuracy of data.• Analyzing real-time volume trends and make adjustments to staffing such as reallocation of resources to ensure service levels as well as company’s financial goals (efficiency) are met.• Works with the Resource Planning and Reporting/Analytics team and in creating and improving reporting templates.• Ensures that agents are fully utilized and that vendors are compliant to their staffing requirements by implementing line adherence process.• Documents and implements a hands-on training process for Command Center RTA new hires.• Analyzing call arrival patterns to determine scheduling needs and identify the optimal schedule adjustments (resource movements, off-line activities, timeoffs, overtime, etc.) based on bi-weekly intraday projections.

Provides technical support to Trend Micro™ Consumer products powered by Trend Micro™ Smart Protection Network™ cloud security infrastructure that stops threats in cyberspace or "the cloud"Takes first-line support via different support channels – phone, email, chat and remote connection through LogMeIn. Proactively shares knowledge through technical sharing and training, solution contribution and self service participation.

• Delivered daily consolidated call statistics for all of TrendLabs Consumer LOBs• Manages and monitors queue daily to attain passing service levels across all LOBs, including the online support• Ensures the proper allocation of queue across LOBs including outsource partners to optimize FTE utilization• Coordinates with the team leads and operation managers to effectively execute action plans according to the intraday forecast• Ensures proper and timely documentation of major incidents in the operations• Monitors and ensures proper aux usage of the engineers through real-time analysis

Teaching the English language through article discussions, grammar lessons and/or free-flowing conversations to Japanese students in an online working environment.

Assisted in the improvement of existing QA processes including trainings and acquisition for Business English online tutors.

Worked with the Actuarial Valuation and Benefits Administration teams in the preparation of valuation reports and updating of the FTSE database.