Contact Center Team Lead

MARCUS BY GOLDMAN SACHS

Marcus by Goldman Sachs is the firm’s consumer business, combining the entrepreneurial spirit of a startup with 150 years of experience. Through the use of insights and intuitive design, we provide customers with powerful tools and products that are grounded in value, transparency and simplicity. We are backed by our unique team, comprised of individual contributors from leading agile technology companies, fintechs and consumer financial services companies, allowing us to disrupt the industry, while helping consumers take control of their financial lives.

OUR IMPACT: 

Marcus Deposits is part of our Asset & Wealth Management Division (AWM). At Marcus, we leverage cutting edge technology and a simple user experience, we deliver low-cost, transparent savings and investing solutions. 

HOW YOU WILL FULFILL YOUR POTENTIAL:

You are passionate about operations, leadership, and using digital tools to provide solutions and excellent customer service to consumers. You are an experienced leader, who will lead our consumer contact team, coach and develop teams, while providing feedback and influencing new processes both directly and indirectly.

Key Responsibilities:

You will ultimately use your skills and ideas to coach and develop our frontline call or chat handling specialists, including but not limited to:

• Lead, manage and supervise the day-to-day operations of a team of 15-18 customer service representatives.
• Coach the team in a real time environment by conducting bi weekly one-on-ones, staff meetings, in addition to on the spot feedback.
• Assist with interviewing and selection of team members and serve as a role model/mentor to your team and others
• Monitor calls and work closely with the business partners to closely manage ongoing professional and personal development of operations team members
• Provide hands-on assistance to team members while serving as an escalation point for the operation's customer issues and complaints.
• Offer guidance to the management team in such areas as real time operational performance, ensuring that service level targets are achieved as set by the business.
• Project Management/Process owner driving initiatives, recommend improvements in business processes and ensure optimal resource utilization and audit compliant administrative process and strategy.

SKILLS & EXPERIENCE WE’RE LOOKING FOR

Basic Qualifications:

• Three plus years of customer service management/ service orientated leadership role
• High School Diploma or GED / Associates or Bachelor's degree or equivalent military experience preferred
• Strong understanding of customer service experience
• Must be self-directed, detail oriented, driven, able to work independently in a team-oriented and fast paced environment and have a positive attitude 
• Experience working with high net-worth customers

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 GS.com/careers. 

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

© The Goldman Sachs Group, Inc., 2023. All rights reserved.

Goldman Sachs is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, veterans status, disability, or any other characteristic protected by applicable law.