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- Tasks: Monitor schedules and ensure optimal staffing in a fast-paced contact centre environment.
- Company: Join Goldman Sachs, a leading global investment firm with over 150 years of experience.
- Benefits: Enjoy competitive vacation policies, health insurance, and wellness programs to support your lifestyle.
- Why this job: Be part of a dynamic team that values collaboration and exceptional customer service.
- Qualifications: Experience in a contact centre with strong data entry and communication skills required.
- Other info: Opportunity for growth in a diverse and inclusive workplace.
The predicted salary is between 30000 - 42000 £ per year.
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.
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Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham employer: Goldman Sachs Bank AG
Contact Detail:
Goldman Sachs Bank AG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham
✨Tip Number 1
Familiarise yourself with the key performance metrics mentioned in the job description, such as AHT (Average Handle Time) and ASA (Average Speed of Answer). Understanding these metrics will help you demonstrate your knowledge during interviews and show that you're ready to hit the ground running.
✨Tip Number 2
Network with current or former employees of Goldman Sachs, especially those who have worked in contact centres. They can provide valuable insights into the company culture and expectations, which can help you tailor your approach when applying.
✨Tip Number 3
Brush up on your Microsoft Excel skills, as proficiency in this software is crucial for the role. Consider taking an online course or practicing with real data sets to improve your ability to analyse and interpret data effectively.
✨Tip Number 4
Prepare to discuss your experience in real-time monitoring and workforce management during the interview. Think of specific examples where you've successfully adapted to changing conditions in a contact centre environment, as this will highlight your suitability for the role.
We think you need these skills to ace Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre environments, particularly any roles involving workforce management or real-time monitoring. Use specific examples to demonstrate your skills in collaboration and data interpretation.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role at Marcus by Goldman Sachs. Mention how your background aligns with their focus on customer service and adaptability. Be sure to include specific instances where you've successfully managed schedules or improved performance metrics.
Highlight Relevant Skills: Clearly outline your proficiency in Microsoft Excel and any experience with workforce management systems like Verint. Emphasise your attention to detail, organisational skills, and ability to work in fast-paced environments, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are essential qualities for a Workforce Real-Time Specialist.
How to prepare for a job interview at Goldman Sachs Bank AG
✨Understand the Role
Make sure you have a clear understanding of what a Workforce Real-Time Specialist does. Familiarise yourself with key responsibilities like monitoring schedules and communicating updates, as well as the importance of customer service in a contact centre environment.
✨Showcase Your Data Skills
Since the role involves reviewing and interpreting data, be prepared to discuss your experience with data analysis. Highlight any specific metrics you've worked with, such as AHT or ASA, and how you've used data to drive performance improvements.
✨Demonstrate Adaptability
The job requires someone who can adapt to changing conditions. Be ready to share examples from your past experiences where you successfully adjusted to unexpected challenges or changes in workload, showcasing your flexibility and problem-solving skills.
✨Prepare for Team Collaboration Questions
As collaboration is key in this role, think of instances where you've worked effectively within a team. Be prepared to discuss how you communicate with team leaders and colleagues, and how you contribute to a positive team environment.
