Job Description

MORE ABOUT THIS JOB

Consumer and Wealth Management (CWM)

Across Consumer and Wealth Management (CWM), Goldman Sachs helps empower clients and customers around the world 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 consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across CWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Consumer

The firms Consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a startup with more than 150 years of experience. Today, we serve millions of customers across multiple products including lending, deposits, financial tools, and our partnership with Apple on Apple Card. We use innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity. As we build a leading digital consumer bank and expand into new products and partnerships, we are looking for leaders and individual contributors to join our team.

YOUR IMPACT

As part of the Workforce Management team, you will be responsible for maintaining short-term and long-term forecasts; supporting multiple contact centers, internal and external, across multiple channels, analyzing the trends and revising the forecast. This includes partnering with the WFM teams and business owners to understand drivers, outliers, marketing initiatives and incorporating finance drivers to ensure appropriate staffing levels across the network in both front-office and back-office areas.

We have a fast paced result driven culture and we are looking for individuals who are proactive and can work with a sense of urgency. The candidate should have a sense of ownership and should be able to drive results independently while working on multiple concurrent projects.

JOB SUMMARY AND RESPONSIBILITIES

* Partner with the WFM teams to understand current trends in volume and staffing
* Partner with stakeholders in the operations areas, marketing and finance to incorporate drivers into short-term forecasts
* Analyze volume and drivers to continuously improve forecast accuracy at the weekly, daily and interval level.
* Develop and define forecasting techniques and tools that improve short-term and long-term solutions for the organization
* Maintains headcount/FTE requirements for each supported operations team and works closely with leadership to ensure staffing is adequate to support workload and SLAs.
* Generate and maintain schedules that support business activities like coaching, training, meetings while ensuring SLAs are met.
* Participate in decision-making discussions, and advise business leaders, using data and data driven insights as the foundation.
* Effectively collaborates with the appropriate business heads to support critical business projects.

QUALIFICATIONS

* Past experience in Workforce Management, Contact center operations preferred
* Works with a sense of urgency to achieve customer satisfaction while maintaining quality of work
* 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

PREFERRED QUALIFICATIONS

* 4+ years of workforce management forecasting experience
* Experience in a start-up environment
* Experience with Amazon Connect, Verint WFM, LivePerson or other WFM solutions
* Strong knowledge of data and pattern analytics