Asset and Wealth Management (AWM)

Across Asset and Wealth Management (AWM), Goldman Sachs helps empower clients and customers around the world reach their financial goals. The wealth management businesses provides 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 consumer business provides digital solutions for consumers to better spend, borrow, invest, and save. Across AWM, our growth is driven by a relentless focus on our people, our clients and leading-edge technology, data and design.

Your Impact

In your role on the WFM Scheduling and Forecasting team you will be responsible to take ownership of maintaining the Verint platform and agents WFM oversees. The role requires a high degree of analytical and project management skills, as well as the ability to stay up to date with the latest process and procedures utilized.

Responsibilities:

• Adherence adjustments requested by supervisors, associates, and VP’s daily for GS Agents only (including BGL & HYD agents) BPOs as needed. Adding meetings, breaks, OT, sick time and all other adjustments impacting agent’s adherence. 
• Optimization of breaks and lunches while keeping organizational impacts in mind.
• Scheduling mass trainings for all GS offshore and onshore agents. 
• Learn to update all reports WFM is responsible for. FVA, headcount, IDP and other reports needing pulled by supervisors and associates.
• Manage the day-to-day activities of the WFM Scheduling and Forecasting team
• Pull and send real time reports and other adhoc reports as requested.
• Perform daily team adjustments audits that may have been missed from the previous day.
• Communicate with workforce management teams, including partner sites, to provide guidance for real-time operational management.
• Partner with Forecasting Team to ensure PTO Calendar Allotments are correct.
• Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.
• Monitor email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments as appropriate.

Basic Qualifications

• Some knowledge of Verint is helpful but not required.
• Must be self-directed, detailed-oriented, driven, and able to work independently in a team-oriented and fast-paced environment.
• Ability to learn quickly and adapt to projects and deadlines
• Strong communication skills.
• Ability to analyze data for patterns and trends and to take findings and communicate them in an effective manner.
• Strong written and verbal communication skills and ability to provide clear and concise updates to senior leaders .
• Strong PC skills required (Excel, Access, PowerPoint, Word).
• Ability to handle multiple projects and deadlines without sacrificing professionalism
• Willingness to manage and be the front face of the team.
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance.