Goldman Sachs Enterprise Partnerships WFM Scheduling Analyst Richardson 

United States, Texas, Richardson 

416887556

In Platform Solutions (PS), we power clients with innovative and customer-centered financial products. We bring the best qualities of a technology player and combine that with the best attributes of a large bank. PS is comprised of four main businesses, underpinned by engineering, operations, and risk management:

• Enterprise Partnerships , consumer financial products that companies embed directly within their ecosystems to better serve their end customers

Responsibilities

• Analyze interval forecasts and plan offline activities (coaching, trainings, team meetings, etc).
• Monitor product email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments (as appropriate) and respond to the adjustment email once completed.
• Perform daily team adjustments audits that may have been missed from the previous day.
• Optimize schedules for specific campaigns ensuring appropriate coverage across hours of ops.
• Pull and send adherence, shrinkage and other adhoc reports as requested.
• Partner with Forecasting Team to maintain PTO Calendar Allotments
• Partner with Forecasting Team on shift bids, mini-bids and schedule management.
• Partner with Forecasting Team to build base schedules that align with staffing distribution and volume patterns.
• Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.

Qualifications

• Past experience in Scheduling and Real-Time workforce management, contact center operations required.
• Experience maintaining and scheduling agents in Verint WFM solution required.
• Demonstrated communication skills and techniques within a fast-paced corporate environment
• Ability to handle multiple projects and deadlines without sacrificing professionalism.
• Ability to build and maintain relationships while leading critical business projects
• Strong judgment and comfort with ambiguity
• Strong PC skills required (Excel, Access, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance
• Willingness to manage and be the front face of the team