Join Us!
Join us at the Google Operations Center for the opportunity to help Google users tackle their problems and accomplish their goals, all while working in a dynamic and diverse environment.
As the Team Lead for Security Operations, you will commit to work closely with your team, manage the quality of the service and drive people management activities within the team.
Position Responsibilities
- Maximizes team efficiency by creating and implementing daily, monthly, quarterly and yearly work tasks/plans aligned with project initiatives and goals
- Fosters and maintains good service relationship with the business partners
- Prepare insights and documents for business reviews
- Provide daily direction and monitor issues that need to be escalated to partner teams
- Ensure Specialists adhere to set policies and procedures.
- Detecting and escalating anomalies
- Ensure timely and high quality resolution of assigned investigations.
- Assesses current processes and recommends improvements every quarter
- Creates and finalizes performance appraisals of team members
- Conducts formal performance review with team members
- Identifies training opportunities for team members
- Creates and executes developmental plans of team members
- Develops performance improvement plan for poor performers
- Monitors team capacity and updates staffing plan with workforce team
- Manage attendance & leave schedule of team members
- Oversee training and transition to ensure smooth delivery
- Plans, creates and approves site work schedule and site team building activities within budget
- Drive process improvement, standardization and transformation opportunities within the team
- Collects and consolidate team requirements and issues
- Enforces company policies; provides recommendations and document changes in team policies and procedures
Minimum Qualifications
- Bachelor's Degree is Preferred
- Good Command of the English Language (Verbal & Written)
- Good to strong analytical and written & oral communication skills.
- Good presentation, leadership and management skills.
- 7 to 10 years experience in the BPO or contact center industry
- 2 years people management experience
Preferred Qualifications
- 2-4 Years Experience in a Security, Safety, Investigative Field
- At least 3 Years Experience Operating CCTV Hardware - With Exposure to Security Software Tools and Video Monitoring
- Project Management and Stakeholder Management
Benefits
- We support you with competitive wages and comprehensive health care including medical, dental and vision coverage
- We support your family with gender-neutral baby bonding leave, 18 week birth-parent maternity leave, and generous life, accident and disability insurance minimums
- We support your teams with free daily lunch, fully stocked micro-kitchens, and culture clubs and employee resource groups that let you share what you care about
At Google Operations Center, we don't just accept differences, we celebrate them. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, 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. If you have a disability or special need that requires accommodation, please let us know.
