Real Time Analyst - Lead Workforce Management Representative

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.

POSITION TITLE

Real Time Analyst - Lead Workforce Management Representative

POSITION LOCATION

This position is available to Virginia residents as Lynchburg or Richmond, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

*Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office. 

YOUR ROLE
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. The Lead Contact Center Process Improvement Representative is on the intraday command center team. This team is responsible for the adequate staffing and monitoring of Customer Service and Claims department splits to ensure the best experience for our callers, while maintaining service levels.

What you will be doing

• Required shift time will flex between the hours of 7:00am-6:30pm EST

• Real-time monitoring of queues and transaction management across multiple lines of business

• Analyze call trends to anticipate or recommend changes in daily and long-term strategy.

• Provide real-time updates regarding queue management and performance.

• Lead daily call for performance review and provide suggestions to the business.

• Analyze forecasted data and compare to actual data to identify any areas of concern.

• Communicate effectively with internal customers in accordance with team’s procedure and common practices.

• Excellent attention to detail to ensure correct data is being provided.

• Actively and consistently support efforts to enhance the customer experience.

• Coordinate appropriate allocation and availability of call center staff to achieve company goals.

• Improve processes and increase efficiency by recommending relevant and necessary changes.

• Perform other duties as assigned by management.

What you bring

• Bachelor’s degree or equivalent experience

• Minimum of two years of call center experience

• Strong analytical and problem-solving skills

• Strong