Real Time Management (Lead Contact Center Process Improvement Representative)

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.

The Real Time Management position, also known as Lead Contact Center Process Improvement Representative, plays a critical role within the Operations team. This role is essential in maintaining and improving the quality of customer service experiences at Genworth by managing real-time call center operations. The position offers flexibility for hybrid in-office work in Richmond or Lynchburg, Virginia, as well as remote work for residents in specified states within the Eastern and Central Standard Time zones.

This role focuses on real-time monitoring and analysis of call center queues across multiple business lines to ensure efficient handling of policyholder interactions. Responsibilities include analyzing call trends, adjusting staffing levels dynamically, and communicating important operational updates to call center management. The position requires generating detailed reports and maintaining workforce management software to maximize call center agent productivity. In addition, the role requires coordination of staffing allocation, scheduling off-phone events, and providing leadership in department meetings. The successful candidate will recommend procedural improvements to increase operational efficiency and support overall company goals.

Ideal candidates are expected to have at least two years of experience working in call centers and be proficient with call center platforms such as Amazon Connect, Verint, CMS, or IEX. Strong analytical, planning, and communication skills are crucial for success in this job, along with intermediate expertise in tools like Excel and PowerPoint. Flexibility in working hours between 7AM and 8PM, including the possibility of extended nights, weekends, and overtime, is also required to meet the dynamic demands of the role.

Genworth offers competitive compensation starting from $50,100 up to $92,200 annually, along with an incentive bonus plan based on performance. Employees enjoy comprehensive benefits including healthcare, retirement plans, paid time off, and wellness programs. The company invests in its workforce by supporting professional growth through tuition reimbursement, student loan repayment, and certification assistance, promoting a purpose-driven and fulfilling career environment. Through the Genworth Foundation and active volunteerism, the company also prioritizes vitality and support for local communities, reinforcing a culture that values impact and meaningful connections.