Responsibilities
* Lead, motivate & develop a team of 12–15 customer support agents.
* Ensure team performance expectations are met by coaching and enabling direct reports to be successful in their role.
* Use data to understand agent‑level performance, identify trends and develop 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.
* Ensure agent and team controls are managed daily, weekly, and monthly whilst pro‑actively logging and escalating any new issues or risks.
Qualifications & Skills
* Previous experience 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 KPIs using recognised coaching models.
* 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 while delivering on multiple priorities.
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.
Benefits
Healthcare & Medical Insurance
We offer a wide range of health and welfare programs that vary depending on office location. These generally include medical, dental, short‑term disability, long‑term disability, life, accidental death, labour accident and business travel accident insurance.
Vacation
We offer competitive vacation policies based on employee level and office location. We promote time off from work to recharge by providing generous vacation entitlements and a minimum of three weeks expected vacation usage each year.
Financial Wellness & Retirement
We assist employees in saving and planning for retirement, offer financial support for higher education, and provide a number of benefits to help employees prepare for the unexpected. We offer live financial education and content on a variety of topics to address the spectrum of employees’ priorities.
Health Services
We offer a medical advocacy service for employees and family members facing critical health situations, and counseling and referral services through the Employee Assistance Program (EAP). We provide Global Medical, Security and Travel Assistance and a Workplace Ergonomics Program. We also offer state‑of‑the‑art on‑site health centers in certain offices.
Fitness
To encourage employees to live a healthy and active lifestyle, some of our offices feature on‑site fitness centers. For eligible employees we typically reimburse fees paid for a fitness club membership or activity (up to a pre‑approved amount).
Child Care & Family Care
We offer on‑site child care centers that provide full‑time and emergency back‑up care, as well as mother and baby rooms and homework rooms. In every office, we provide advice and counseling services, expectant parent resources and transitional programs for parents returning from parental leave. Adoption, surrogacy, egg donation and egg retrieval stipends are also available.
Other Benefits
Read more about the full suite of class‑leading benefits our firm has to offer.
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