• CIMD - Marcus by Goldman Sachs - Workforce Management Specialist -Richardson, TX

    Location(s) US-TX-Richardson
    Job ID
    2019-56308
    Schedule Type
    Full Time
    Level
    Analyst
    Function(s)
    Call Center, Consumer Banking
    Region
    Americas
    Division
    Consumer and Investment Management Division
    Business Unit
    Delivery Centralized
    Employment Type
    Employee
  • MORE ABOUT THIS JOB

    CONSUMER (MARCUS BY GOLDMAN SACHS)

    Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Today, Marcus has $50 billion in deposits, $5 billion in loan balances and 4 million customers across our lending and deposits businesses, as well as the personal financial management app, Clarity Money. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.

     

    RESPONSIBILITIES AND QUALIFICATIONS

    Responsibilities:  

     

    As a member of the Workforce Management (WFM) team, you will be working closely with the leadership team for the Marcus by Goldman Sachs contact center. In your role, you will be responsible for the day-to-day mission control work and scheduling based on workload. This role plays an important and influential role for the business, working closely with management, cross-functional teams and other firmwide stakeholders (Technology, Specialists, etc.) to maintain a best-in-class service level.

     

    • Use workforce management software and contact volume data to manage staffing levels
    • Manage real-time inbound call traffic to help ensure that service levels are met
    • Track technical issues being reported to WFM and work with Technology to identify the root cause
    • Apply problem solving / decision making skills to achieve the highest level of operational efficiency
    • Support the preparation of ad hoc analysis that enables strong understanding of the business
    • Provide suggestions and recommend solutions for possible issues
    • Apply sound judgment and demonstrate comfort with ambiguous requests

     

    Basic Qualifications:

               

    • Fast learner and able to handle ambiguous tasks and complex data sets
    • Highly motivated and self-driven, comfortable taking direction and balancing independent thinking under short deadlines
    • 1 – 2 years of work experience in call center environment
    • Advanced experience in Microsoft Office products
    • Critical thinking and ability to work with deadlines
    • Familiarity with Marcus by Goldman Sachs products and applications

    ABOUT GOLDMAN SACHS

    The Goldman Sachs Group, Inc. is a leading global investment banking, securities and investment management firm that provides a wide range of financial services to a substantial and diversified client base that includes corporations, financial institutions, governments and individuals. Founded in 1869, the firm is headquartered in New York and maintains offices in all major financial centers around the world.

    © The Goldman Sachs Group, Inc., 2019. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.