Real Time Management (Lead Contact Center Process Improvement Representative)
About the position At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and empathy as we work with each other and our local communities. Genworth values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: Make it human. We care about the people that make up our customers, colleagues, and communities. Make it about others. We do what's best for our customers and collaborate to drive progress. Make it happen. We work with intention toward a common purpose and forge ways forward together. Make it better. We create fulfilling purpose-driven careers by learning from the world and each other. As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future.
Responsibilities
- Real-time monitoring of queues across multiple lines of business
- Analyze real-time call trends and make appropriate staffing adjustments
- Provide real-time updates to call center management regarding queue management and performance
- Provide regular and/or ad hoc reporting to call center management
- Create and maintain reports
- Coordinate appropriate allocation and availability of call center staff in order to achieve company goals
- Recommend procedural and operational guideline changes to improve communications and efficiency
- Make necessary adjustments to workforce management software to track the productivity of Call Center Agents
- Plan and schedule off-phone events
- Lead and provide updates in department meetings
- Provide administrative support to the Call Center and Call Center Management Staff
- Perform other duties as assigned by management
Requirements
- Minimum of two years of call center experience
- Experience with call center tools such as Amazon, Verint, CMS or IEX
- Ability to work flexible hours 7AM – 8 PM including extended nights and/or weekends and overtime as needed
- Strong analytical and problem-solving skills
- Excellent planning and time management skills
- Excellent verbal/written communication skills
- Intermediate expertise in Excel and PowerPoint
Benefits
- Competitive Compensation & Total Rewards Incentives
- Comprehensive Healthcare Coverage
- Multiple 401(k) Savings Plan Options
- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
- Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
- Disability, Life, and Long Term Care Insurance
- Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services
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