Gnw
Real Time Management (Lead Contact Center Process Improvement Representative)
Lynchburg, Virginia
Sponsorship not specified$53k-$76kDetected 15 days ago
ExcelProcess ImprovementCustomer SupportCommunicationProblem SolvingTime ManagementMicrosoft Office
About the 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.
- Real-time monitoring of queues across multiple lines of business
- Analyze real-time call trends and make appropriate staffing adjustments
Responsibilities
- Create and maintain reports
- Provide administrative support to the Call Center and Call Center Management Staff
Requirements
- Experience with call center tools such as Amazon, Verint, CMS or IEX
- Intermediate expertise in Excel and PowerPoint
Skills
- Strong analytical and problem-solving skills
- Excellent planning and time management skills
- Excellent verbal/written communication skills
- Actual compensation will vary based on geographic location, experience, skills, and other job- related factors.
Compensation
- Disclaimer: This role is aligned to a national market- based pay range.
- This role is aligned to a national market- based pay range.
Benefits
- In addition to base salary, this role is eligible to participate in a bonus incentive plan.
- 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
- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services
- We create fulfilling purpose-driven careers by learning from the world and each other.
- Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
Company info
- 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.
- Coordinate appropriate allocation and availability of call center staff in order to achieve company goals
- Incentive compensation is baed on individual and company performance and is not guaranteed.
- 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.
Visa & Work Authorization
- This role is not eligible for employment visa sponsorship.
This listing is sourced directly from Gnw's careers page and normalized into a canonical job model.