Customer insights analyst Work, Jobs in Redditch, Wor (with Salaries)

Marcus by Goldman Sachs, Workforce Analyst, Birmingham
Goldman Sachs —Birmingham
- Full-time
- Microsoft Excel
- Communication skills
- Banking
- Employee assistance programme
Strategy and Policy Analyst
Cadent Gas —Coventry
- £61,200 a year
- Hybrid work
- Analysis skills
- No degree
- Communication skills
- Employee discount
Principal Pricing Development Analyst
NFU Mutual —Stratford-upon-Avon
- £55,000 a year
- Full-time
- Hybrid work
- SQL
- Financial services
- Communication skills
- Annual leave
- Employee discount
4d
Data & Analytics Manager
PSE —Droitwich
- £45,000 - £50,000 a year
- Full-time
- Hybrid work
- Data analysis skills
- SQL
- Analysis skills
Quick apply
Commercial Analytics Manager- Jockey Club Experiences
Levy —Birmingham
- £50,000 a year
- Full-time
- Hospitality
- Analysis skills
- Driving
- Annual leave
- Employee assistance programme
12d
Head of Pricing
REXEL —Solihull
- Full-time
- Hybrid work
- Business development
- Annual leave
- Employee discount
Quick apply
Databricks Data Solution Architect
Capgemini —Birmingham
- Hybrid work
- Azure
- AWS
- Analysis skills
Secure Data Engineer
Capgemini —Birmingham
- Hybrid work
- Azure
- DevOps
- AWS
Head of Revenue Accounting (Fixed-term Contract)
System C —Leamington Spa
- Accounting
- Leadership
4d
Product Manager – MarTech
Sainsbury's —Coventry
- Marketing
- Employee assistance programme
- Employee discount
2d
Evaluation Analyst
West Midlands Combined Authority —Birmingham
- £40,539 - £45,342 a year
- Part-time
- Microsoft Excel
- Microsoft Office
- Analysis skills
- Annual leave
- Employee discount
10d
Data Analyst
Imperio Digital Business Solutions —Birmingham
- £2,750 - £3,000 a month
- Full-time
- Microsoft Excel
- Sales
- Data analysis skills
Quick apply
14d
IT Service Desk Support Apprentice
QA Apprenticeships —Redditch
- £15,600 - £21,158 a year
- Monday to Friday
- Communication skills
8d
IT Data Steward – 12-month FTC
NFU Mutual —Stratford-upon-Avon
- £31,864 - £39,000 a year
- Full-time
- Hybrid work
- SQL
- Financial services
- Annual leave
- Employee discount
9d
Data Analyst
2 Sisters Food Group —Birmingham
- Full-time
- Hybrid work
- Microsoft Excel
- Bakery
- Organisational skills
- Annual leave
- Employee assistance programme
Business Analyst
Gymshark —Solihull
- Hybrid work
- Engineering
- Analysis skills
- APIs
- Employee discount
- Gym membership
Quick apply
9d
Sourcing Analyst
Tarmac —Solihull
- Microsoft Excel
- Military
- ERP systems
- Employee discount
Investment Portfolio Analyst
National Gas —Warwick
- £41,952 - £49,355 a year
- Overtime
- Hybrid work
- Microsoft Excel
- Continuous improvement
- Communication skills
- Employee assistance programme
Campaign and Delivery Analyst
BNP Paribas —Solihull
- Full-time
- Hybrid work
- Microsoft Excel
- Data analysis skills
- SQL
- Employee discount
Quantitative Risk Analyst
E.ON Energy Markets —Solihull
- £37,659 - £50,250 a year
- Full-time
- Hybrid work
- C++
- Python
- Annual leave
11d

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Marcus by Goldman Sachs, Workforce Analyst, Birmingham

Goldman Sachs -
Birmingham

Apply Now

Job details

Full-time

Benefits

Employee assistance programme

Qualifications

Microsoft Excel
Cisco ASA
Communication skills
Banking
Time management

Full job description

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. about our culture, benefits, and people at GS.com/careers.

We’re committed to finding reasonable accommodations for candidates with special needs or disabilities during our recruiting process. : https://www.goldmansachs.com/careers/footer/disability-statement.html

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.

We Offer Best-In-Class 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, labor accident and business travel accident insurance.

Holiday & Vacation Policies

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.

Benefits at Goldman Sachs

Read more about the full suite of class-leading benefits our firm has to offer.

Opportunity Overview

CORPORATE TITLEAnalyst

OFFICE LOCATION(S)Birmingham

JOB FUNCTIONDigital Operations - Management

DIVISIONAsset & Wealth Management

Apply Now

Refine Your Search

customer insights analyst jobs in redditch, wor

Marcus by Goldman Sachs, Workforce Analyst, Birmingham

Strategy and Policy Analyst

Principal Pricing Development Analyst

Data & Analytics Manager

Commercial Analytics Manager- Jockey Club Experiences

Head of Pricing

Databricks Data Solution Architect

Secure Data Engineer

Head of Revenue Accounting (Fixed-term Contract)

Product Manager – MarTech

Evaluation Analyst

Data Analyst

IT Service Desk Support Apprentice

IT Data Steward – 12-month FTC

Data Analyst

Business Analyst

Sourcing Analyst

Investment Portfolio Analyst

Campaign and Delivery Analyst

Quantitative Risk Analyst

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