Job Description

YOUR IMPACT

As part of the Workforce Management team, you will be responsible for maintaining short-term and long-term forecasts; supporting multiple contact centers, internal and external, across multiple channels, analyzing the trends and revising the forecast.  This includes partnering with the WFM teams and business owners to understand drivers, outliers, marketing initiatives and incorporating finance drivers to ensure appropriate staffing levels across the network in both front-office and back-office areas.   

We have a fast paced result driven culture and we are looking for individuals who are proactive and can work with a sense of urgency. The candidate should have a sense of ownership and should be able to drive results independently while working on multiple concurrent projects.

Responsibilities

• Manage the Workforce Management (WFM) Forecasting team to provide superlative support to business operations
• Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities & drive relevant initiatives
• Ensure Workforce Management procedures, controls and continuous improvement plans are up to date and effective
• Responsible for developing and maintaining multi-channel capacity models to produce long term forecasts (12 mo-5 years) across all business lines, working in partnership with Finance teams, to ensure business delivers on key service level targets across functions
• Responsible for developing and maintaining multi-channel interval-level forecasts that align with volume to manage a balanced customer experience
• Partner with business stakeholders, training and recruiting to balance staffing against requirements 
• Oversee processes regarding productive hour requirements for external business partners that align with staffing plans and ability to meet KPIs
• Partner with business stakeholders and operation management team to proactively identify workforce management related improvement opportunities and drive relevant initiatives
• Determine impact of relevant initiatives on inputs to forecasting models.

 

Qualifications

• Bachelor’s degree (U.S. or equivalent) or minimum of 5 years leading Workforce Management teams
• Past experience in workforce management forecasting, building and maintaining long-term capacity models, contact center operations preferred 
• Strong ability to lead and partner in cross-functional teams
• Preferred experience with predictive analytics, using SPSS, SAP, R, and/or Python
• Advanced critical thinking skills to identify factors with greatest effects on models, and anticipate emerging trends
• 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, PowerPoint, Word)
• Competitive and entrepreneurial spirit with the ability to work under minimal guidance 

PREFERRED QUALIFICATIONS

• 7+ years of workforce management forecasting experience
• Experience in a start-up environment
• Experience with Amazon Connect, Verint WFM, LivePerson or other WFM solutions 
• Experience developing long-term staffing forecasts multi-channel contact centers 
• Strong knowledge of data and pattern analytics 

CONSUMER AND INVESTMENT MANAGEMENT DIVISION (CIMD)

The Consumer and Investment Management Division includes Goldman Sachs Asset Management (GSAM), Private Wealth Management (PWM) and our Consumer business (Marcus by Goldman Sachs). We provide asset management, wealth management and banking expertise to consumers and institutions around the world. CIMD partners with various teams across the firm to help individuals and institutions navigate changing markets and take control of their financial lives.

ABOUT GOLDMAN SACHS

At Goldman Sachs, we commit our people, capital and ideas to help our clients, shareholders and the communities we serve to grow. Founded in 1869, we are a leading global investment banking, securities and investment management firm. Headquartered in New York, we maintain offices around the world. 

We believe who you are makes you better at what you do. We're committed to fostering and advancing diversity and inclusion in our own workplace and beyond by ensuring every individual within our firm has a number of opportunities to grow professionally and personally, from our training and development opportunities and firmwide networks to benefits, wellness and personal finance offerings and mindfulness programs. Learn more about our culture, benefits, and people at GS.com/careers. 

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. Learn more: https://www.goldmansachs.com/careers/footer/disability-statement.html

© The Goldman Sachs Group, Inc., 2020. All rights reserved.

Goldman Sachs is an equal employment/affirmative action employer Female/Minority/Disability/Veteran/Sexual Orientation/Gender Identity

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