Marcus by Goldman Sachs, Team Leader, Analyst, 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 an experienced contact centre team manager who has a passion for delivering exceptional customer service to join our growing customer support team. If you are highly skilled at motivating and developing front line customer support agents, we’d love to hear from you!

What you’ll do:

• Lead, motivate & develop a team 12 – 15 customer support agents.
• Ensure team performance expectations are being met by coaching and enabling direct reports to be successful in role.
• Use data to understand agent level performance, identify trends and action plans to support improvements.
• Identify opportunities to improve customer journeys, actively encouraging your team to do the same.
• Provide inbound support and handle customer escalations when needed.
• Embed advocacy for the consistent delivery of exceptional customer service across your team with intense focus on customer satisfaction/advocacy and professional customer support balanced with consistent achievement of standard business objectives
• Take ownership of customer enquiries and respond to escalated customer issues in accordance with agreed procedures
• Act as an escalation point for customer issues and complaints, providing hands-on assistance by taking over calls where necessary
• Collaborate & support peers to ensure consistency in leadership across all front-line teams.
• Take shared responsibility with the other team managers for real time operational performance, ensuring that service level targets are achieved as set by the business
• Work with broader business partners to ensure resource requirements are met, schedules are adhered to, and changes are well managed into the area.
• Develop a deep understanding of day-to-day expectations of own role and that of direct reports.
• Ensures agent and team controls are managed daily, weekly, and monthly whilst pro-actively logging and escalating any new issues or risks.

Skills

• Previous experience of managing a contact centre team, preferably in Financial Services/Retail Banking or other customer facing regulated environment
• Demonstrable experience in coaching teams to achieve expected KPI’s using recognised coaching models to achieve this.
• Ability to create a positive team working environment that supports the retention & development of great customer service agents.
• Strong understanding of contact centre metrics and proven track record of achieving these.
• Ability to manage your own workload whilst balancing the needs of the customers and your team.
• Excellent analytical & problem-solving skills. Ability to think creatively and change approaches to deliver better outcomes.
• Ability to stay calm and focussed whilst delivering on multiple priorities.

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 /careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process.