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 an experienced Workforce Manager that has a passion for customer service to join our growing customer support team. 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 in a real time environment is key to this role. If you work in a contact centre environment and have strong collaboration and workforce management skills, we want to hear from you.
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 leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.
Job Summary & Responsibilities
- Overseeing and optimizing the workforce within the contact centre to ensure staffing levels align with service level objectives, customer demands and operational efficiency
- Develop and maintain accurate forecasts of contact volumes based on historical data, trends and business needs and share these with relevant stakeholders.
- Conduct regular forecasting and reviews of headcount strategies to ensure staffing requirements meet business demands, particularly during peak periods
- Monitor real-time adherence to schedules, making quick to decisions to balance resource according to call volumes and service levels
- Analyze all factors within the call center data, identifying trends, and make recommendations for improvements
- Produce daily, weekly and monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence. Use data to drive decision-making and share with key stakeholders
- Support with the day to day running of the contact center alongside Team Leaders, including agent adherence and workflow optimizations
- Create and optimize employee schedules to ensure effective coverage and compliance with business requirements. Work alongside Team Leaders to ensure optimal shift distribution, break allocation and vacation schedules
- To support with ensuring service level targets are achieved in line with business objectives.
- Lead, mentor and manage the workforce team, conducting regular 1-1s
- Support with resource planning along medium and long term capacity planning
Skills
- A sound understanding of WFM models including forecasting and risk management
- Proven track record of managing call centres at scale
- Ability to lead teams, drive performance standards and motivate staff
- Good interpersonal skills and positive attitude
- Experience of resource planning, real time and long term planning across a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions
- Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency around staffing and headcount.
- Exceptional stakeholder management and communication skills
- A desire to help others work towards targets and develop their skills
- Ability to manage and drive a culture of continuous improvement
- Must be self-directed, detail oriented, positive attitude, driven, 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
Basic Qualifications
- Minimum of 2 years workforce management experience within a contact center
Preferred Qualifications
- Experience in a retail banking environment
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
