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For Companies At a Glance
- Tasks: Monitor schedules and ensure optimal staffing in a dynamic contact centre environment.
- Company: Join Goldman Sachs, a leading global investment firm with over 150 years of experience.
- Benefits: Enjoy competitive pay, diverse opportunities, and a culture that values inclusion and growth.
- Why this job: Be part of a team that prioritises exceptional customer service and innovative solutions.
- Qualifications: 1+ year in a contact centre role; strong communication and data interpretation skills required.
- Other info: Experience with Verint systems is a plus, but not essential.
The predicted salary is between 36000 - 60000 £ per year.
Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham
Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham
Goldman Sachs, Inc. Birmingham, United Kingdom Apply now Posted 2 months ago Permanent Competitive
Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham
Goldman Sachs, Inc. Birmingham, United Kingdom Apply now
Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham
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 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
- Experience with 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.
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
The Goldman Sachs Group, Inc., 2025. All rights reserved.
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.
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Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham employer: Goldman Sachs, Inc.
Contact Detail:
Goldman Sachs, Inc. 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
Highlight any experience you have with workforce management software, especially Verint. If you don't have direct experience, consider researching how it works and its benefits in a contact centre environment to discuss intelligently during your interview.
✨Tip Number 3
Prepare examples of how you've successfully adapted to changing conditions in previous roles. This will showcase your adaptability and problem-solving skills, which are crucial for the Workforce Real-Time Specialist position.
✨Tip Number 4
Network with current or former employees of Goldman Sachs or those in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for your interview.
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 data interpretation and communication.
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 collaboration, and provide examples of how you've adapted to changing conditions in previous roles.
Highlight Relevant Skills: Emphasise your proficiency in Microsoft Excel and any experience with workforce management systems like Verint. Discuss your attention to detail and organisational skills, as these are crucial for the Workforce Real-Time Specialist position.
Showcase Your Adaptability: Provide examples in your application that illustrate your ability to work in fast-paced environments and your passion for delivering exceptional service. This will resonate well with the company's emphasis on adaptability and teamwork.
How to prepare for a job interview at Goldman Sachs, Inc.
✨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 making real-time adjustments based on call volumes.
✨Showcase Your Data Skills
Since the role involves reviewing and interpreting data, be prepared to discuss your experience with data analysis. Highlight any specific tools you've used, especially if you have experience with Verint Workforce systems.
✨Demonstrate Adaptability
The job requires someone who can adapt to changing conditions. Prepare examples from your past work where you successfully managed unexpected changes or challenges in a fast-paced environment.
✨Emphasise Communication Skills
Exceptional communication is key in this role. Be ready to discuss how you've effectively communicated updates and collaborated with team members in previous positions, especially in a contact centre setting.
