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Join Goldman Sachs' Marcus team as a Workforce Analyst to optimize real‑time staffing and drive customer support excellence.
Apply your contact‑centre metrics expertise in a fast‑paced digital bank setting in Birmingham.
OUR IMPACT
Across 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 IMPACT
We'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 unavailable
REQUIREMENTS
Experience 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 Qualifications
Experience with Verint Workforce systems
Experience in a retail banking environment
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.
Legal Note
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., 2025. All rights reserved.
Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, colour, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.