What are the responsibilities and job description for the AWM, Marcus by Goldman Sachs, Workforce Real Time Management Specialist, Draper, position at The Goldman Sachs Group?
Asset and Wealth Management (AWM)
Across Asset and Wealth Management (AWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. The wealth management businesses provides 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 AWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.
Responsibilities:
* Monitor Phone and Chat queues with a focus on achieving service levels
* Identify situations where additional resources may be needed to maintain service levels
* Provide real time status updates and analysis
* Assist leadership with understanding the impacts of staffing and events throughout the day
* Assess availability for offline functions
* Build strong relationships with business partners and peers
* 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
Qualifications:
* Fast learner who is able to handle ambiguous tasks and complex data sets
* Driven to excel in a dynamic work environment.
* Highly motivated and self-driven, comfortable taking direction while balancing independent thinking
* Critical thinking and ability to work within deadlines
* Effective communicator with all levels of management and company personnel
* Ability to prioritize and organize work outputs
* Problem solver who can make decisions and execute quickly
* Ability to maintain the highest level of confidentiality and professionalism
Preferred Qualifications:
* Advanced experience in Microsoft Office products
* Experience within a contact center
* Workforce Management Experience is a plus
The Goldman Sachs Group, Inc., 2018. All rights reserved Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Vet.
