AWM, Marcus by Goldman Sachs, Workforce Real Time Management Specialist, Draper, Utah

Goldman Sachs Group, Inc.; Draper (UT); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Workforce Real Time Management Specialist to enhance service levels and operational efficiency. This role involves monitoring phone and chat queues, providing real-time updates, and supporting leadership with staffing impacts. The ideal candidate will thrive in a dynamic environment, possess strong problem-solving skills, and be an effective communicator. Join a firm that values diversity and inclusion, offering opportunities for professional growth and a commitment to community service. If you're ready to make a significant impact in a collaborative setting, this position is perfect for you.

Qualifications

• Fast learner able to handle complex data sets in a dynamic environment.
• Effective communicator with all levels of management.

Responsibilities

• Monitor phone and chat queues to meet service levels.
• Provide real-time status updates and assist leadership.

Skills

Critical thinking

Effective communication

Problem solving

Time management

Adaptability

Tools

Microsoft Office

Job description

AWM, Marcus by Goldman Sachs, Workforce Real Time Management Specialist, Draper, Utah

Draper, Utah, United States

Job Description

Asset and Wealth Management (AWM)

Across Asset and Wealth Management (AWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. The wealth management businesses provides 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 consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across AWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Responsibilities:

1. Monitor Phone and Chat queues with a focus on achieving service levels
2. Identify situations where additional resources may be needed to maintain service levels
3. Provide real time status updates and analysis
4. Assist leadership with understanding the impacts of staffing and events throughout the day
5. Assess availability for offline functions
6. Build strong relationships with business partners and peers
7. Manage real-time inbound call traffic to help ensure that service levels are met
8. Track technical issues being reported to WFM and work with Technology to identify the root cause
9. Apply problem solving / decision making skills to achieve the highest level of operational efficiency
10. Support the preparation of ad hoc analysis that enables strong understanding of the business
11. Provide suggestions and recommend solutions for possible issues
12. Apply sound judgment and demonstrate comfort with ambiguous requests

Qualifications:

1. Fast learner who is able to handle ambiguous tasks and complex data sets
2. Driven to excel in a dynamic work environment.
3. Highly motivated and self-driven, comfortable taking direction while balancing independent thinking
4. Critical thinking and ability to work within deadlines
5. Effective communicator with all levels of management and company personnel
6. Ability to prioritize and organize work outputs
7. Problem solver who can make decisions and execute quickly
8. Ability to maintain the highest level of confidentiality and professionalism

Preferred Qualifications:

1. Advanced experience in Microsoft Office products
2. Experience within a contact center
3. Workforce Management Experience is a plus

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

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

Job Info

• Job Identification 141703
• Job Category Call Center Representative
• Posting Date 02/07/2025, 09:14 PM
• Locations Draper, Utah, United States