Enterprise Partnerships, WFM Real Time Manager, Richardson

Enterprise Partnerships, WFM Real Time Manager, Richardson

Platform Solutions

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management:

• Transaction Banking, a cash management and payments platform for clients building a corporate treasury system
• Enterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customers
• ETF Accelerator, a platform for clients to launch, list and manage exchange-traded funds

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience

Responsibilities

• Lead Real time team to ensure daily SL's are achieved
• Analyze interval performance and monitor offline activities (coaching, trainings, team meetings, etc).
• Monitor email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments as appropriate
• Perform daily team adjustments audits that may have been missed from the previous day.
• Pull and send real time reports and other adhoc reports as requested.
• Communicate with workforce management teams, including partner sites, to provide guidance for real-time operational management
• Train new hires and educate end users on processes and tools
• Partner with Forecasting Team to ensure PTO Calendar Allotments are correct
• Partner with Forecasting Team on shift bids and overall schedule management.
• Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.
• Analyze volume and trends to determine real time staffing adjustments
• Work with Help Desk and internal IT partners to open technical issue tickets and triage as needed
• Identify critical intervals, gaps and potential solutions to ensure sufficient staffing and coverage
• Partner with internal and external resources to maximum staffing effectiveness

Qualifications

• Prior experience leading Real-Time workforce management, contact center operations required.
• Working knowledge of Verint WFM solution required.
• Demonstrated communication skills and techniques within a fast-paced corporate environment
• Ability to handle multiple projects and deadlines without sacrificing professionalism.
• Ability to build and maintain relationships while leading critical business projects
• Strong judgment and comfort with ambiguity
• Strong PC skills required (Excel, Access, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance
• Willingness to manage and be the front face of the team
• Knowledge of call routing a plus

Goldman Sachs is an Equal Employment Opportunity / Affirmative Action employer and provides reasonable accommodation for qualified individuals with disabilities and disabled veterans in job application procedures.

If you have any difficulty using our online system and you need an accommodation due to a disability, you may use the alternative email address below to contact us about your interest in employment at CareersFeedback@gs.com, or you can send your CV/resume to CareersFeedback@gs.com.