Associate Workforce Management Specialist
2 weeks ago
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
Associate Workforce Management Specialist (Forecaster)
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.
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 Associate Workforce Management Specialist (Forecaster) is responsible for analyzing operational performance in the call centers utilizing workforce management models and systems to ensure optimum statistically valid forecast modeling and operational implementations. In this role you will contribute to consistently achieving service level goals by efficient headcount management. Additionally, you will administer workforce management system including, but not limited to, assuring data integrity, or updating the databases supported.
What You Will Be Doing
Proactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirements
Analysis of inputs and trends or variances to ensure accurate planning of all input variables affecting the forecast and staff planning
Understand seasonal, holiday, and others patterns that impact volume accuracies
Analysis and support related to change management and projects in a timely and accurate manner
Support effective outsourcing and site allocations related to third-party vendor
Drive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of models
Maintain forecasting, staff group and skilling information to effectively support scheduling and WFM processes
Communicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practices
Interface with senior call center leaders to understand the fast-changing business needs and planning risk effectively to ensure effective capacity to demands; Plays critical role in budgeting process by providing headcount data 18-24 months into the future
Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests
Update workforce management and other data requirements as needed
Seeks and considers differing methodologies for modeling and makes recommendation for improvement if/when enhancements would improve accuracy
What You Bring
3-5 years of Call Center Experience, particularly in the areas of Workforce Management
Able to facilitate and lead meetings/conversations with senior level leadership; Including the ability to present opportunities for change/enhancement with confidence and effectiveness
Thorough understanding of key drivers that influence budgeting and staffing decisions within a Call Center
Strong technical skills in Excel
Bachelor’s degree in mathematics, statistics, data science or related preferred
Prior experience with Verint preferred
Knowledge of Predictive Analytics Methodology and Staff Modeling preferred
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 $48,600 up to the maximum of $94,100. 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 7% 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.
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