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Platform Solutions - Workforce Management Real-Time Monitoring - Specialist

Platform Solutions - Workforce Management Real-Time Monitoring - Specialist

Goldman SachsRichardson, Texas, United States
30+ days ago
Job type
  • Full-time
Job description

Platform Solutions

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management :

  • Enterprise Partnerships , consumer financial products that companies embed directly within their ecosystems to better serve their end customers

Join us on our journey to deliver financial products and platforms that prioritize the customer and developer experience. Use workforce management software and contact center tools to effectively manage staffing levels.

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 :

  • Experience with Verint WFM
  • 2+ years of work experience in Real Time Administration or other WFM functions
  • 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
  • Advanced experience in Microsoft Office products

    • 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 / careers. We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.

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