Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham | Birmingham, UK

Goldman Sachs, Inc.; Birmingham; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading company is seeking a Workforce Real-Time Specialist in Birmingham to ensure optimal staffing and schedule adherence in the Contact Centre. The role involves monitoring performance metrics, generating reports, and collaborating with teams to deliver exceptional customer service. Ideal candidates will have experience in contact centres and strong interpersonal skills, with an emphasis on adaptability and attention to detail.

Qualifications

• At least 1 year experience in a workforce or real-time monitoring role.
• High attention to detail and strong organization skills.

Responsibilities

• Monitor real-time adherence to schedules and make quick decisions.
• Generate and share intraday performance updates.
• Create and optimize employee schedules.

Skills

Collaboration

Data Entry

Communication

Attention to Detail

Education

Proficient in Microsoft Excel

Tools

Verint Workforce systems

Job description

Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham

Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham

Job Description

Wealth Management

Across Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees. Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs

The firm's direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering, and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service teams play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

YOUR IMPACT

We're looking for a Workforce Real-Time Specialist who is responsible for ensuring optimal staffing and schedule adherence across the Contact Centre. We are looking for someone that works collaboratively with front line teams and can adapt to changing conditions to ensure exceptional customer service. Being adaptable and being able to apply your experience and knowledge to lean in and help others is a key part of this role. If you work in a contact centre environment and have strong collaboration, workforce and Data Entry skills, we want to hear from you.

Job Summary & Responsibilities

• Monitor real-time adherence to schedules, making quick decisions to balance resource according to call volumes and service levels.
• Review and monitor intraday performance and respond to fluctuations by making adjustments real time.
• Communicate real-time updates to team leaders and management.
• Ensure adherence to service level agreements through live monitoring.
• Generate and share intraday performance updates.
• Produce daily, weekly and monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence.
• Create and optimize employee schedules to ensure effective coverage and compliance with business requirements. Work alongside Team Leader to ensure optimal shift distribution, break allocation and vacation schedules.
• Assist in maintaining and updating WFM software with schedule changes and real time adjustments.

Skills

• Experience of working in a contact Centre environment with at least 1 year in a workforce or real-time monitoring role
• Good interpersonal skills and positive attitude
• High attention to detail with strong organisation and time management abilities
• Able to review and interpret data and make recommendations to drive business performance
• Exceptional communication and collaboration skills
• Able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers.
• Is adaptable, high-energy levels and desire to help others.
• Experience with Verint Workforce systems desired but not essential.

Basic Qualifications

• Proficient in Microsoft Excel

Preferred Qualifications

• Experience with Verint Workforce systems
• Familiarity with contact center metrics such as AHT, ASA and shrinkage

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world.

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers.

We're committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

The Goldman Sachs Group, Inc., 2025. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.

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