Goldman Sachs Platform Solutions - Workforce Management Real-Time 

United States, Texas, Richardson 

67937698

• Enterprise Partnerships

Responsibilities:

• Monitor Phone and Chat queues with a focus on achieving service levels
• Identify situations where additional resources may be needed to maintain service levels
• Provide real time status updates and analysis
• Assist leadership with understanding the impacts of staffing and events throughout the day
• Assess availability for offline functions
• Build strong relationships with business partners and peers
• Manage real-time inbound call traffic to help ensure that service levels are met
• Track technical issues being reported to WFM and work with Technology to identify the root cause
• Apply problem solving / decision making skills to achieve the highest level of operational efficiency
• Support the preparation of ad hoc analysis that enables strong understanding of the business
• Provide suggestions and recommend solutions for possible issues
• Apply sound judgment and demonstrate comfort with ambiguous requests

Qualifications:

• Experience with Verint WFM
• 2+ years of work experience in Real Time Administration or other WFM functions
• Fast learner who is able to handle ambiguous tasks and complex data sets
• Driven to excel in a dynamic work environment.
• Highly motivated and self-driven, comfortable taking direction while balancing independent thinking
• Critical thinking and ability to work within deadlines
• Effective communicator with all levels of management and company personnel
• Ability to prioritize and organize work outputs
• Problem solver who can make decisions and execute quickly
• Ability to maintain the highest level of confidentiality and professionalism
• Advanced experience in Microsoft Office products