Awm – Marcus by Goldman Sachs – Workforce Real Time Management Specialist
| Company | Goldman Sachs |
|---|---|
| Location | Draper, UT, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | |
| Experience Level | Junior, Mid Level |
Requirements
- 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
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
Preferred Qualifications
- Advanced experience in Microsoft Office products
- Experience within a contact center
- Workforce Management Experience is a plus