Marcus by Goldman Sachs

The firm’s direct-to-consumer business, Marcus by Goldman Sachs, combines the entrepreneurial spirit of a start-up with more than 150 years of experience. Today, we serve millions of customers across multiple products, leveraging innovative design, data, engineering and other core capabilities to provide customers with powerful tools and products that are grounded in value, transparency and simplicity.

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 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
© The Goldman Sachs Group, Inc., 2023. All rights reserved. Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

Job Type: Full-time

Schedule:

• 8 hour shift

Experience:

• Workforce management: 2 years (Preferred)

Ability to Commute:

• Draper, UT (Required)

Work Location: In person