Marcus by Goldman Sachs, Workforce Analyst, Birmingham Birmingham United Kingdom Analyst

Marcus by Goldman Sachs, Workforce Analyst, Birmingham location_on Birmingham, West Midlands, England, United Kingdom

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.

Marcus by Goldman Sachs

As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

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 a 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:

• 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 years 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. Learn more about our culture, benefits, and people at

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.

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.