Real Time Analyst

4 days ago

Lynchburg, United States Genworth Full time

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.

Our four values guide our strategy, our decisions, and our interactions:

  • 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.
  • Make it happen. We work with intention toward a common purpose and forge ways forward together.
  • Make it better. We create fulfilling purpose-driven careers by learning from the world and each other.
POSITION TITLE

Real Time Analyst - Lead Workforce Management Representative

POSITION LOCATION

This position is available to Virginia residents as Lynchburg or Richmond, VA Hybrid in-office applicants or remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Virginia, Washington DC, Vermont, West Virginia or Wisconsin.

*Hybrid in-office would be required if you reside within 50 miles of our Richmond or Lynchburg, VA office.

YOUR 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. The Lead Contact Center Process Improvement Representative is on the intraday command center team. This team is responsible for the adequate staffing and monitoring of Customer Service and Claims department splits to ensure the best experience for our callers, while maintaining service levels.

What you will be doing
  • Required shift time will flex between the hours of 7:00am-6:30pm EST
  • Real-time monitoring of queues and transaction management across multiple lines of business
  • Analyze call trends to anticipate or recommend changes in daily and long-term strategy.
  • Provide real-time updates regarding queue management and performance.
  • Lead daily call for performance review and provide suggestions to the business.
  • Analyze forecasted data and compare to actual data to identify any areas of concern.
  • Communicate effectively with internal customers in accordance with team's procedure and common practices.
  • Excellent attention to detail to ensure correct data is being provided.
  • Actively and consistently support efforts to enhance the customer experience.
  • Coordinate appropriate allocation and availability of call center staff to achieve company goals.
  • Improve processes and increase efficiency by recommending relevant and necessary changes.
  • Perform other duties as assigned by management.
What you bring
  • 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 PowerPoint
  • Ability to work flexible hours and overtime as needed
Nice to have
  • 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 Amazon Connect
  • Workforce Management Scheduling Software Experience - such as: Verint or IEX
Employee Benefits & Well-Being

Genworth employees make a difference in people's lives every day. We're committed to making a difference in our employees' lives.
  • 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


ADDITIONAL
The base salary pay range for this role starts at a minimum rate of $49,700 up to the maximum of $91,500. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 5% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.

  • Real Estate Showing Agent

    3 months ago

    Lynchburg, United States Showami Full time

    Showami is a service that connects licensed real estate agents with other licensed real estate agents to assist with buyer showings. We are seeking licensed real estate agents in Lynchburg and surrounding areas to show homes. Requirements: You must be a currently licensed real estate agentYou must have access to the MLSYou must have...

  • Finance Operations Analyst

    3 weeks ago

    Lynchburg, United States Orano Full time

    Welcome to OranoJoin our team to tackle current and future challenges in building a sustainable energy future. By becoming part of the Orano Group, you will engage with a prominent international entity in the nuclear sector.Every day, we strive to produce efficient low-carbon energy, combat climate change, conserve natural resources, and advance health...

  • Real Estate Sales Specialist

    4 months ago

    Lynchburg, United States Acree Brothers Realty Team Full time

    Job DescriptionJob DescriptionWe are looking for dedicated Real Estate Sales Agents who are motivated and passionate about making the home buying experience as simple and streamlined as it can be. We need people to join our dynamic and fast-growing team. If you are a new agent or are serious about becoming an agent, that is great! We have more qualified...

  • Senior Financial Analyst

    4 weeks ago

    Lynchburg, United States Dover Corporation Full time

    Belvac’s proven technology is utilized worldwide in the 2 piece aluminum beverage can industry. With over 60 years of innovation in the industry, Belvac has provided their customers with sustainable solutions. Supplying can makers with Cupping, Body making, Trimming, Decorating, Bottom Rim Coating, Necking, Shaping and inspection technology. Our machinery...

  • Senior Financial Analyst

    4 weeks ago

    Lynchburg, United States Dover Corporation Full time

    Belvac’s proven technology is utilized worldwide in the 2 piece aluminum beverage can industry. With over 60 years of innovation in the industry, Belvac has provided their customers with sustainable solutions. Supplying can makers with Cupping, Body making, Trimming, Decorating, Bottom Rim Coating, Necking, Shaping and inspection technology. Our machinery...

  • Mechanical Analyst

    2 months ago

    Lynchburg, United States BWX Technologies, Inc. Full time

    Job Description/Duties: Job Summary: Responsabilities Summary Description of Job: Mechanical Analyst Date: Jul 22, 2024 Location: Lynchburg, VA, US Company: BWX Technologies At BWX Technologies, Inc. (NYSE: BWXT), we are People Strong, Innovation Driven. Headquartered in Lynchburg, Virginia, BWXT is a Defense News Top 100...

  • Corporate Finance Analyst

    3 weeks ago

    Lynchburg, United States Orano Full time

    Welcome to OranoJoin our team to tackle current and future challenges in creating a sustainable energy future. As part of the Orano Group, you will contribute to a leading international entity in the nuclear sector.Every day, we strive to produce efficient low-carbon energy, combat climate change, conserve natural resources, and advance health through...

  • Senior Financial Analyst

    1 day ago

    Lynchburg, Virginia, United States Dover Corporation Full time

    Job SummaryWe are seeking a highly skilled Senior Financial Analyst to join our team at Dover Corporation. As a key member of our finance department, you will play a critical role in driving business growth and profitability through financial planning, analysis, and reporting.Key ResponsibilitiesAssist in the preparation and analysis of monthly financial...

  • Mechanical Analyst

    7 days ago

    Lynchburg, Virginia, United States BWX Technologies, Inc. Full time

    Job Summary:BWX Technologies, Inc. is seeking a highly skilled Mechanical Analyst to join its Advanced Technologies team in Lynchburg, VA. As a key member of our team, you will be responsible for providing technical leadership and oversight on project-specific work, including delegating, reviewing, and self-performing activities.Key Responsibilities:Perform...

  • Senior Financial Analyst

    7 days ago

    Lynchburg, Virginia, United States Dover Corporation Full time

    Job SummaryWe are seeking a highly skilled Senior Financial Analyst to join our team at Dover Corporation. As a key member of our finance department, you will play a critical role in driving business growth and profitability through financial planning, analysis, and reporting.Key ResponsibilitiesAssist in the preparation and analysis of monthly financial...

  • Senior Business Systems Analyst

    3 weeks ago

    Lynchburg, United States Genworth Full time

    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...

  • Financial Analyst

    1 month ago

    Lynchburg, United States Liberty University Full time

    The Financial Analyst evaluates financial data, examines current events and market developments, examines financial statements, and creates financial models to predict future performance. This analysis position is vital to help inform and support organization wide strategic decisions. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Analyze business and financial...

  • Senior GIS Program Analyst

    3 weeks ago

    Lynchburg, United States Liberty University Full time

    The Senior Geographic Information Systems (GIS) Program Analyst plays a pivotal role in the establishment, execution, and upkeep of Liberty University's GIS initiatives. This position demands a high degree of autonomy, sound judgment, and discretion. KEY RESPONSIBILITIES Facilitate the design, execution, and ongoing support of the GIS program at Liberty...

  • Child and Adolescent Psychiatrist, Part-Time, Hybrid Opportunity

    2 weeks ago

    Lynchburg, United States Bryant Staffing Solutions Full time

    Job SummaryBryant Staffing Solutions is seeking a skilled Child and Adolescent Psychiatrist to join our team on a part-time, hybrid schedule. As a key member of our mental health team, you will provide psychiatric evaluations and medication management for children with mental health needs.Key ResponsibilitiesConduct comprehensive psychiatric evaluations and...

  • Senior Geographic Information Systems Analyst

    4 months ago

    Lynchburg, United States Liberty University Full time

    The Sr. Geographic Information Systems (GIS) Analyst is responsible for the development, implementation, and maintenance of Liberty University's (LU) GIS and. Working independently and exercising good judgment and discretion is essential to this job. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES Support the development, implementation, and maintenance of LU's...

  • Assistant Property Manager

    2 months ago

    Lynchburg, United States MMS Group Full time

    Job DescriptionJob DescriptionFor more than forty years, MMS Group and its affiliates (Arco Management, TUC Management, and GoldOller Real Estate Investments) have been dedicated to quality property management. Our growing portfolio exceeds 40,000 residential units and includes high-rise luxury buildings, affordable housing cooperatives, subsidized rental...

  • Client Service Associate

    3 weeks ago

    Lynchburg, United States Stifel Financial Full time

    Summary The Client Services Associate assists one or more Financial Advisor(s) (FA(s)) with the opening and maintenance of client accounts and records, performs a wide variety of administrative support duties, including but not limited to, word processing, preparing mailings, filing, answering the phone, obtaining approvals for FA(s) communications and...

  • SAP Manufacturing Functional Analyst

    10 hours ago

    Lynchburg, United States TEKsystems Full time

    Day-to-day: -Configuration of PP/PS/QM modules -Working with master data, material routing, reference operations -Handle questions from Engineers related to master data Work with the development team to deliver reports, forms, interfaces, IDOC/ALE integration. Release transports for migration to the QA system, define and execute test plan to assure...

  • Client Service Associate

    2 months ago

    Lynchburg, United States Stifel Full time

    SummaryThe Client Services Associate assists one or more Financial Advisor(s) (FA(s)) with the opening and maintenance of client accounts and records, performs a wide variety of administrative support duties, including but not limited to, word processing, preparing mailings, filing, answering the phone, obtaining approvals for FA(s) communications and...

  • LPC Resident in Counseling

    4 weeks ago

    Lynchburg, United States Thriveworks Full time

    Thriveworks Counseling is seeking individuals pursuing Virginia State Licensure as a LPC in Lynchburg, Virginia.  Thriveworks is a clinician-founded national private practice group with locations in 48 states. Our mission is to help people live happy, successful lives, and we believe that client accessibility, integrity, and quality care are what is most...