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Asset & Wealth Management Operations - Client Onboarding & Configuration - Senior Analyst - Bengaluru

Goldman Sachs

Goldman Sachs

IT, Accounting & Finance, Operations
Bengaluru, Karnataka, India
Posted on Thursday, June 6, 2024

Job Description

Responsibilities

  • Lead Real time team to ensure daily SL’s are achieved
  • Analyze interval performance and monitor offline activities (coaching, trainings, team meetings, etc).
  • Monitor email boxes, make updates in Verint schedules, respond and file into the appropriate folders. Updating adherence adjustments as appropriate
  • Perform daily team adjustments audits that may have been missed from the previous day.
  • Pull and send real time reports and other adhoc reports as requested.
  • Communicate with workforce management teams, including partner sites, to provide guidance for real-time operational management
  • Train new hires and educate end users on processes and tools
  • Partner with Forecasting Team to ensure PTO Calendar Allotments are correct
  • Partner with Forecasting Team on shift bids and overall schedule management.
  • Partner with team to proactively identify workforce management related improvement opportunities and drive relevant initiatives.
  • Analyze volume and trends to determine real time staffing adjustments
  • Work with Help Desk and internal IT partners to open technical issue tickets and triage as needed
  • Identify critical intervals, gaps and potential solutions to ensure sufficient staffing and coverage
  • Partner with internal and external resources to maximum staffing effectiveness

Qualifications

  • Prior experience leading Real-Time workforce management, contact center operations required.
  • Working knowledge of 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
  • Knowledge of call routing a plus