Marcus by, Workforce Analyst

Position: Marcus by Goldman Sachs, Workforce Analyst
OUR IMPACTAcross Asset Wealth Management, Goldman Sachs helps empower clients and customers around the world to reach their financial goals. Our advisor-led wealth management businesses provide financial planning, investment management, banking, and comprehensive advice to a wide range of clients, including ultra-high net worth and high net worth individuals, as well as family offices, foundations and endowments, and corporations and their employees.

Our direct-to-consumer business provides digital solutions that help customers save and invest. Across Wealth Management, our growth is driven by a relentless focus on our people, our clients and customers, and leading-edge technology, data, and design.

Marcus by Goldman Sachs As the online consumer banking business of Goldman Sachs, Marcus operates as a digital bank, providing online savings products directly to individual consumers. Marcus combines Goldman Sachs' over 150 years of expertise with intuitive digital experiences, focusing on value, transparency, and simplicity for its millions of customers.

YOUR IMPACTWe'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.

What you'll do:

Real-Time & Intraday Delivery 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

Reporting & Analysis 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

Scheduling & WFM Systems 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

Technical Leadership 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 unavailableREQUIREMENTSExperience 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

Basic Qualifications 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

Preferred…