Platform Solutions
We build and embed cloud-based, developer-centric financial products and services in our clients’ ecosystems to help them better serve their own clients and customers
YOUR IMPACT
As an Analyst in the Workforce Management RTA (WFM RTA) team within Platform Solutions, you will be part of a global team that provides a critical function of balancing staff and volume to hit KPIs. The RTA team monitors our inbound queue performance and agent productivity, partnering with internal and external teams to direct movement in support of our queue performance targets. This team also generates reporting throughout the day and week on the queue performance, contact drivers and staffing levels. As a people leader, you will provide coaching and training to your team. You will liaise with multiple stakeholders across Platform Solutions and external business partners.
JOB SUMMARY AND RESPONSIBILITIES
- Manage the Workforce Management (WFM) specialist team to provide adequate coverage for the business operation
- Oversee the 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 unfair 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
BASIC QUALIFICATIONS
- 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
PREFERRED QUALIFICATIONS
- Past experience in 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
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
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