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.

YOUR IMPACT

We’re looking for an experienced Workforce Manager that has a passion for customer service to join our growing customer support team. If you have worked in a contact center environment and have strong workforce management skills, 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.

Job Summary & Responsibilities

• Overseeing and optimizing the workforce within the contact center to ensure staffing levels align with service level objectives, customer demands and operational efficiency
• Develop and maintain accurate forecasts of contact volumes based on historical data, trends and business needs and share these with relevant stakeholders.
• Conduct regular forecasting and reviews of headcount strategies to ensure staffing requirements meet business demands, particularly during peak periods
• Monitor real-time adherence to schedules, making quick to decisions to balance resource according to call volumes and service levels
• Analyze all factors within the call center data, identifying trends, and make recommendations for improvements
• Produce daily, weekly and monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence. Use data to drive decision-making and share with key stakeholders
• Support with the day to day running of the contact center alongside Team Leaders, including agent adherence and workflow optimizations
• Create and optimize employee schedules to ensure effective coverage and compliance with business requirements. Work alongside Team Leaders to ensure optimal shift distribution, break allocation and vacation schedules
• To support with ensuring service level targets are achieved in line with business objectives.
• Lead, mentor and manage the workforce team, conducting regular 1-1s
• Support with resource planning along medium and long term capacity planning

Skills

• A sound understanding of WFM models including forecasting and risk management
• Proven track record of managing call centers at scale
• Ability to lead teams, drive performance standards and motivate staff
• Good interpersonal skills and positive attitude
• Experience of resource planning, real time and long term planning across a fast-moving environment where there is a requirement to identify problems quicky and implement well considered resolutions
• Being able to review and interpret data and make recommendations to drive business performance and improve operational efficiency around staffing and headcount.
• Exceptional stakeholder management and communication skills
• A desire to help others work towards targets and develop their skills
• Ability to manage and drive a culture of continuous improvement
• Must be self-directed, detail oriented, positive attitude, driven, 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

Basic Qualifications

• Minimum of 2 years workforce management experience within a contact center

Preferred Qualifications
Experience in a retail banking environment
-

• Overseeing and optimizing the workforce within the contact center to ensure staffing levels align with service level objectives, customer demands and operational efficiency
• Develop and maintain accurate forecasts of contact volumes based on historical data, trends and business needs and share these with relevant stakeholders.
• Conduct regular forecasting and reviews of headcount strategies to ensure staffing requirements meet business demands, particularly during peak periods
• Monitor real-time adherence to schedules, making quick to decisions to balance resource according to call volumes and service levels
• Analyze all factors within the call center data, identifying trends, and make recommendations for improvements
• Produce daily, weekly and monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence. Use data to drive decision-making and share with key stakeholders
• Support with the day to day running of the contact center alongside Team Leaders, including agent adherence and workflow optimizations
• Create and optimize employee schedules to ensure effective coverage and compliance with business requirements. Work alongside Team Leaders to ensure optimal shift distribution, break allocation and vacation schedules
• To support with ensuring service level targets are achieved in line with business objectives.
• Lead, mentor and manage the workforce team, conducting regular 1-1s
• Support with resource planning along medium and long term capacity plannin