• CIMD - Marcus by Goldman Sachs - Workforce Management - Real Time Analyst - Richardson, TX

    Location(s) US-TX-Richardson
    Job ID
    2019-57274
    Schedule Type
    Full Time
    Level
    Analyst
    Function(s)
    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

    • Manage the Workforce Management (WFM) real time specialist team to deliver on expected service levels for both Phone & Chat functions
    • Oversee the real-time adherence, scheduling, mission control functions and implementation of WFM policies
    • Partner with business stakeholders and operation management team to resolve critical workforce management gaps and continue to polish the policy
    • Create and document Workforce Management procedures for the team and Delivery Center to enforce unified floor coverage and prevent unwarranted behaviors
    • Oversee and rectify innovative provisioning processes and workflow to define an efficient and systematic onboarding process for new hires and internal transfers
    • Own and deliver on-going organizational structure reporting for business leaders
    • Understand interactions among cross-functional partners with relevant Technology stakeholders to conduct system testing and departmental entitlement

    Qualifications

    • Past experience in Real-time workforce management, contact center operations preferred
    • Demonstrated communication skills and techniques within a fast-paced corporate environment
    • Experience developing action plans to improve business processes
    • 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

    CONSUMER AND INVESTMENT MANAGEMENT DIVISION (CIMD)
    The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

    ABOUT GOLDMAN SACHS

    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 GS.com/careers.

    We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html



    © The Goldman Sachs Group, Inc., 2020. All rights reserved.
    Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity