At a Glance
- Tasks: Monitor real-time performance and optimise schedules in a dynamic contact centre environment.
- Company: Join Goldman Sachs, a leading global investment banking firm with a commitment to innovation.
- Benefits: Enjoy competitive pay, professional development, and a diverse, inclusive workplace.
- Other info: Great opportunity for career growth in a fast-paced, supportive team.
- Why this job: Make a real impact by enhancing customer service and operational efficiency.
- Qualifications: 1+ year in workforce monitoring, strong data analysis, and communication skills required.
The predicted salary is between 30000 - 40000 £ per year.
OUR IMPACT Across Asset 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.
YOUR IMPACT We're looking for a Workforce Analyst to join our workforce team, reporting to the Workforce Manager. If you have worked in a contact centre environment and have strong understanding of contact centre metrics and real‑time monitoring, 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.
What you’ll do:
- Real-Time & Intraday Delivery
- Lead real-time monitoring of schedule adherence, making quick, well‑judged decisions to balance resource against call volumes and service levels.
- Own the most complex intraday scenarios—peak periods, unexpected volume spikes, and outages—driving the response and coordinating with front‑line teams.
- Review and monitor intraday performance, responding to fluctuations with timely real‑time adjustments.
- Ensure adherence to service level agreements through consistent live monitoring.
- Communicate real-time updates clearly to Team Leaders and management, and generate intraday performance updates.
- Reporting & Analysis
- Produce monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence.
- Interpret trends in the data and make well‑reasoned recommendations to improve operational efficiency and performance.
- Provide data‑led insight to support the Workforce Managers planning and decision‑making.
- Scheduling & WFM Systems
- Create and optimise employee schedules to ensure effective coverage and compliance with business requirements, working alongside Team Leaders on shift distribution, break allocation, and vacation schedules.
- Maintain and update WFM software accurately with schedule changes and real‑time adjustments.
- Technical Leadership
- Act as a senior point of reference for the Workforce Specialists, sharing knowledge and best practice.
- Set the standard for real‑time execution, quality, and consistency across the function.
- Deputise for the Workforce Manager when they are unavailable.
REQUIREMENTS
- 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 organization 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.
- Experience with Verint Workforce systems desired but not essential.
- Comfortable being a point of reference and making quick informed decisions.
- Stakeholder management and communication skills.
Basic Qualifications
- Minimum of 1 year of workforce / real‑time monitoring experience in a contact centre.
- Proficient in Microsoft Excel.
- Familiarity with contact centre metrics such as AHT, ASA, and shrinkage.
Preferred Qualifications
- Experience with Verint Workforce systems.
- 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. We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.
Marcus by Goldman Sachs, Workforce Analyst, Birmingham employer: Goldman Sachs Group, Inc.
Goldman Sachs is an exceptional employer, offering a dynamic work environment in Birmingham that fosters collaboration and innovation. Employees benefit from comprehensive growth opportunities, a strong emphasis on work-life balance, and the chance to be part of a leading global financial institution that values diversity and inclusion.
StudySmarter Expert Advice🤫
We think this is how you could land Marcus by Goldman Sachs, Workforce Analyst, Birmingham
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
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Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like Goldman Sachs Group, Inc.. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Marcus by Goldman Sachs, Workforce Analyst, Birmingham
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to Goldman Sachs Group, Inc..
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on Goldman Sachs Group, Inc.'s website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at Goldman Sachs Group, Inc.
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with Goldman Sachs Group, Inc..
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at Goldman Sachs Group, Inc. will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former Goldman Sachs Group, Inc. employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
