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 systemEnterprise Partnerships, consumer financial products that companies embed directly within their ecosystems to better serve their end customersETF 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 achievedAnalyze 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 appropriatePerform 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 managementTrain new hires and educate end users on processes and toolsPartner with Forecasting Team to ensure PTO Calendar Allotments are correctPartner 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 adjustmentsWork with Help Desk and internal IT partners to open technical issue tickets and triage as neededIdentify critical intervals, gaps and potential solutions to ensure sufficient staffing and coveragePartner 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 environmentAbility to handle multiple projects and deadlines without sacrificing professionalism.Ability to build and maintain relationships while leading critical business projectsStrong judgment and comfort with ambiguityStrong PC skills required (Excel, Access, PowerPoint, Word)Competitive and entrepreneurial spirit with the ability to work under minimal guidanceWillingness to manage and be the front face of the teamKnowledge 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.