Marcus by Goldman Sachs, Workforce Analyst, Birmingham
On-siteBirmingham, England, United Kingdom
Job Summary
Lead real-time monitoring of schedule adherence and intraday performance, making quick decisions to balance resources against call volumes and service levels. Own complex intraday scenarios during peak periods, volume spikes, and outages by driving responses and coordinating with front-line teams. Produce monthly reports on key metrics like service levels and agent productivity, interpreting trends to recommend operational improvements. Create and optimize employee schedules for effective coverage while maintaining WFM software accuracy. Act as a senior point of reference for Workforce Specialists, sharing best practices and deputizing for the Workforce Manager when unavailable.
Required Qualifications
- Experience of working in a contact Centre environment with at least 1 year in a workforce or real-time monitoring role
- Good interpersonal skills and positive attitude
- High attention to detail with strong organization and time management abilities
- Able to review and interpret data and make recommendations to drive business performance
- Exceptional communication and collaboration skills
- Able to work independently in a team-oriented and fast paced environment with a passion to deliver exceptional service to customers
- Minimum of 1 years of workforce / real-time monitoring experience in a contact centre
- Proficient in Microsoft Excel
- Familiarity with contact centre metrics such as AHT, ASA, and shrinkage
- Comfortable being a point of reference and making quick informed decisions
- Stakeholder management and communication skills
Desired Qualifications
- Experience with Verint Workforce systems
- Experience in a retail banking environment
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