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Real Time Management (Lead Contact Center Process Improvement Representative)
Job Overview
Employment Type
Full-time
Compensation
Salary
Range $50,100.00 - $92,200.00
Work Schedule
Flexible
Benefits
competitive compensation
comprehensive healthcare coverage
Multiple 401k savings plan options
Auto enrollment in employer-directed retirement account feature
Generous Paid Time Off
Disability insurance
Life insurance
long term care insurance
Tuition Reimbursement
Student loan repayment
training and certification support
Wellness Support
Gym membership reimbursement
Employee assistance program
Caregiver support
mental health support services
Job Description
Genworth Financial is a leading insurance company committed to empowering families to confidently navigate the aging journey. With a compassionate, experienced approach, Genworth provides guidance, products, and services designed to support families at every stage of caregiving. As a company deeply connected to the experiences of caregiving through its employees, Genworth serves millions of policyholders daily with empathy and dedication. The company fosters inclusivity and values the authentic selves of its employees, reflecting this in their workplace culture and community engagement. Genworth's values emphasize human connection, collaborative progress, intentional action, and continuous improvement, which guide all corporate strategies and interactions.Show More
Job 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
Job Qualifications
- Minimum of two years of call center experience
- Experience with call center tools such as Amazon, Verint, CMS or IEX
- Strong analytical and problem-solving skills
- Excellent planning and time management skills
- Excellent verbal/written communication skills
- Intermediate expertise in Excel and PowerPoint
Job Duties
- 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
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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