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

Goldman Sachs Bank AG; Birmingham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A global financial institution is seeking a Workforce Real-Time Specialist to ensure optimal staffing and schedule adherence in Birmingham. The role involves monitoring real-time operations in a contact centre, collaborating with teams, and using data to enhance performance. Candidates should possess strong communication skills and experience in workforce management. This position offers competitive benefits and a commitment to employee growth.

Benefits

Healthcare & Medical Insurance

Competitive vacation policies

Financial wellness support

On-site fitness centers

Child Care & Family Care

Qualifications

• 1+ years in a workforce or real-time monitoring role.
• Ability to balance resource according to call volumes.
• Experience in making real-time adjustments.

Responsibilities

• Monitor real-time adherence to schedules.
• Review and respond to performance fluctuations.
• Generate reports on performance metrics.

Skills

Experience in a contact centre environment

Good interpersonal skills

High attention to detail

Review and interpret data

Exceptional communication skills

Ability to work independently

Adaptability

Education

Proficient in Microsoft Excel

Tools

Verint Workforce systems

Job description

Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham location_on Birmingham, West Midlands, England, United Kingdom

Opportunity Overview sitemap_outline CORPORATE TITLE Call Center Representative language OFFICE LOCATION(S) Birmingham assignment JOB FUNCTION Digital Operations - Specialist account_balance DIVISION Asset & Wealth Management

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

• Experiencewith 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.

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.

Healthcare & Medical Insurance

We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short-term disability, long-term disability, life, accidental death, labor accident and business travel accident insurance.

We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.

Financial Wellness & Retirement

We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.

Health Services

We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state-of-the-art on-site health centers in certain offices.

Fitness

To encourage employees to live a healthy and active lifestyle, some of our offices feature on-site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre-approved amount).

Child Care & Family Care

We offer on-site child care centers that provide full-time and emergency back-up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.