Note: The job is a remote job and is open to candidates in USA. Genworth is a company that empowers families to navigate the aging journey with confidence. The Real Time Management (Lead Contact Center Process Improvement Representative) will play a crucial role in delivering world-class customer service by monitoring call center operations and making necessary adjustments to improve efficiency and performance.
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
Skills
- 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
- Ability to work flexible hours 7AM – 8 PM including extended nights and/or weekends and overtime as needed
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
- In addition to base salary, this role is eligible to participate in a bonus incentive plan. Incentive compensation is baed on individual and company performance and is not guaranteed.
Company Overview