Marcus by Goldman Sachs, Contact Centre Workforce Real-Time Specialist, Birmingham

We’re looking for a Workforce Real-Time Specialist who is responsible for ensuring optimal staffing and schedule adherence across the Contact Centre. We are looking for someone that works collaboratively with front line teams and can adapt to changing conditions to ensure exceptional customer service. Being adaptable and being able to apply your experience and knowledge to lean in and help others is a key part of this role. If you work in a contact centre environment and have strong collaboration, workforce and Data Entry skills, we want to hear from you.

Job Summary & Responsibilities

Monitor real-time adherence to schedules, making quick decisions to balance resource according to call volumes and service levels.

Review and monitor intraday performance and respond to fluctuations by making adjustments real time.

Communicate real-time updates to team leaders and management.

Ensure adherence to service level agreements through live monitoring.

Generate and share intraday performance updates.

Produce daily, weekly and monthly reports on key performance metrics, including service levels, call volumes, agent productivity, and schedule adherence.

Create and optimize employee schedules to ensure effective coverage and compliance with business requirements. Work alongside Team Leader to ensure optimal shift distribution, break allocation and vacation schedules.

Assist in maintaining and updating WFM software with schedule changes and real time adjustments.

Skills

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 organisation 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.

Is adaptable, high-energy levels and desire to help others.

Experience with Verint Workforce systems desired but not essential.

Basic Qualifications

Proficient in Microsoft Excel

Preferred Qualifications

Experience with Verint Workforce systems

Familiarity with contact center metrics such as AHT, ASA and shrinkage