Marcus , Workforce Analyst

YOUR IMPACT

We’re looking for a Workforce Analyst to join our workforce team, reporting to the Workforce Manager. If you have worked in a contact centre environment and have strong understanding of contact centre metrics and real time monitoring, we want to hear from you.

Our division also provides critical operations and user experience design to ensure business flows smoothly when customers come to us. From day one, our customer service leaders will play a vital role in upholding the three customer support principles of customer focus, process innovation and risk management.

• Lead real-time monitoring of schedule adherence, making quick, well-judged decisions to balance resource against call volumes and service levels
• Own the most complex intraday scenarios — peak periods, unexpected volume spikes, and outages — driving the response and coordinating with front‑line teams
• Review and monitor intraday performance, responding to fluctuations with timely real‑time adjustments
• Ensure adherence to service level agreements through consistent live monitoring
• Communicate real‑time updates clearly to Team Leaders and management, and generate intraday performance updates

• Produce monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence
• Interpret trends in the data and make well‑reasoned recommendations to improve operational efficiency and performance
• Provide data‑led insight to support the Workforce Managers planning and decision‑making

• Create and optimise employee schedules to ensure effective coverage and compliance with business requirements, working alongside Team Leaders on shift distribution, break allocation, and vacation schedules
• Maintain and update WFM software accurately with schedule changes and real‑time adjustments

• Act as a senior point of reference for the Workforce Specialists, sharing knowledge and best practice
• Set the standard for real‑time execution, quality, and consistency across the function
• Deputise for the Workforce Manager when they are unavailable

• 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.
• Experience with Verint Workforce systems desired but not essential.
• Comfortable being a point of reference and making quick informed decisions
• Stakeholder management and communication skills

• 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

• Experience with Verint Workforce systems
• Experience in a retail banking environment

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.