Manager, Operations Analysis - Workforce
Company: Genworth
Location: Lynchburg
Posted on: June 16, 2022
Job Description:
POSITIONManager, Operations Analysis -
WorkforceLOCATIONLynchburg, VARichmond, VAGenworth policy requires
employees to be fully vaccinated for COVID-19 before they visit any
Genworth office.For certain positions where office attendance is
deemed to be essential to the role, offers of employment shall be
conditional upon proof of vaccination or exception based on a
qualifying medical or religious accommodation request.YOUR ROLEThe
Manager, Operations Analysis - Workforce will be responsible for
leading the command center while ensuring adequate staffing and
monitoring of phone & transaction workflow to meet service level
goals. Determines operational priorities, focused on mitigating
risks within Operations and effectively influences leaders at all
levels across multiple functional areas. Develops and leads the
team for success while fostering a culture that focuses on doing
the right thing for the company and the customer.YOUR
RESPONSIBILITIES
- Lead daily activities of the Command Center to ensure all work
is completed according to scheduled deadlines with attention to
quality standards and alignment to business goals
- Collaborate with Leadership to balance off phone needs with
meeting Service Level through creative planning/scheduling
- Collaborate with various other departments to make sure company
requirements are met and Service Level is minimally impacted.
(Training, meetings, IT upgrades, etc)
- Create and maintain reports from scheduling (Verint) software
and other sources, such as daily forecast accuracy and intraday
reporting
- Analyze intraday call trends and recommend appropriate
staffing/scheduling adjustments
- Enhanced understanding and implementation of strategic goals.
Oversee the use of standard process workflows by team
- Train and coach team members.
- Manage escalated issues and provide direction.
- Collaborate with peers to establish best practices
- Analyze team statistics and prepare reports
- Evaluate associates on performance and complete annual
performance appraisals.
- Develop and administer corrective action and performance
improvement plans.
- May have budgetary responsibility.
- Participate in task forces, strategic initiatives, stretch
assignments and collaboration opportunities with other business
units
- Other Duties as assignedYOUR QUALIFICATIONS
- Bachelor's degree or equivalent experience
- Minimum of two years of call center experience
- Strong analytical and problem-solving skills
- Strong multi-tasking and organizational abilities
- Excellent planning and time management skills
- Excellent verbal/written communication skills
- Intermediate expertise in Excel and PowerPointADDITIONAL
QUALIFICATIONS
- Excellent working knowledge of call center operations, metrics
and related technology
- Ability to solve complex problems
- Queue Management experience
- High level of mathematical, statistical, and analytical
skills
- Demonstrated experience using call center tools such as Avaya
CMS
- Workforce Management Scheduling Software Experience - such as:
Aspect, Verint or IEXWHY GENWORTH?
- We have a real impact on the lives of the people we serve
- We work on challenging and rewarding projects
- We give back to the communities where we live
- We offer competitive benefits including:
- Medical, Dental, Vision, Flexible Spending Account options
beginning your first day -
- Generous Choice Time Off your first full year
- 12 Paid Holidays
- 40 hours of volunteer time off
- 401K Account with matching contributions
- Tuition Reimbursement and Student Loan Repayment
- Paid Family Leave
- Child Care Subsidy ProgramCOMPANYGenworth Financial, Inc.
(NYSE: GNW) -is a Fortune 500 provider of products, services and
solutions that help families address the financial challenges of
aging. -Headquartered in Richmond, Virginia, we apply our nearly
150 years of experience each day to helping people navigate
caregiving options and fund their long term care needs. Genworth is
also the parent company of publicly traded Enact Holdings, Inc.
-(Nasdaq: ACT), a leading U.S. mortgage insurance provider. -For
more information on Genworth, please visit -. From time to time
Enact separately releases financial and other information about its
operations. This information can be found at -.The mission of
Genworth's US Life business is to efficiently keep our promises to
our customers and their families and to lead the industry forward
to solve the nation's long term care crisis.We know we can't
deliver on our mission unless we deliver for our employees. That's
why we are committed to creating a culture that fosters diversity,
inclusion, camaraderie, rewarding work, community involvement and a
focus on our employee's well-being. We know each employee
contributes in their own unique way and we are dedicated to
supporting each of them to help them reach their full
potential.
Keywords: Genworth, Lynchburg , Manager, Operations Analysis - Workforce, Executive , Lynchburg, Virginia
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