Founded in 1869, Goldman Sachs is a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices in all major financial centers around the world.
Eligibility:
- Minimum of 2 years’ experience leading workforce management team within a contact centre.
- Understanding of Business Intelligence reporting and KPIs
- Proficient in workforce management applications and software
- Proficient in Microsoft Excel, Word, PowerPoint to deliver high quality materials
Responsibilities:
- Lead and manage the workforce team of specialists, creating an in depth understanding of the day-to-day responsibilities of the workforce team
- Create daily, weekly & monthly forecasts of contact volumes. Sharing reports across multiple channels based on historical trends, events, and business growth objectives
- Conduct regular forecasting and planning reviews to ensure staffing requirements meet business demands, particularly during peak periods
- Responsible for accurately forecasting day to day Customer Support staffing needs and coordinating schedules to meet Customer Support Operations performance metrics; including Inbound telephony and all back-office workflows
- Analyzing all factors within the call centre to produce reports for senior management that highlight trends and anticipate issues
- Responsible for the day to day running of the contact centre Service Levels, alongside Team Leaders, including agent adherence and workflow optimizations
- Overall responsibility for agent scheduling, including holiday requests and overtime management to ensure full coverage across the delivery team
- To support with ensuring service level targets are achieved in line with business objectives
- Trains and coaches team members, provides direction, and enforces policies and standards to help the staff achieve departmental goals and objectives
- Conducts weekly one-on-ones and regular team meetings as well as on-the-spot coaching / feedback
- Leads and drives a collaborative culture within the team to support quality, performance, and development opportunities
