Society of Workforce Planning Professionals
Manager, Operations Analysis – Workforce
Society of Workforce Planning Professionals, Lynchburg, Virginia, us, 24513
Manager, Operations Analysis – Workforce – Lynchburg or Richmond, VA – Genworth
Genworth 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 RESPONSIBILITIESLead 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 goalsCollaborate with Leadership to balance off phone needs with meeting Service Level through creative planning/schedulingCollaborate with various other departments to make sure company requirements are met and Service Level is minimally impacted.Create and maintain reports from scheduling (Verint) software and other sources, such as daily forecast accuracy and intraday reportingAnalyze intraday call trends and recommend appropriate staffing/scheduling adjustmentsEnhanced understanding and implementation of strategic goals. Oversee the use of standard process workflows by teamTrain and coach team members.Manage escalated issues and provide direction.Collaborate with peers to establish best practicesAnalyze team statistics and prepare reportsEvaluate 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 unitsOther Duties as assignedYOUR QUALIFICATIONSBachelor’s degree or equivalent experienceMinimum of two years of call center experienceStrong analytical and problem-solving skillsStrong multi-tasking and organizational abilitiesExcellent planning and time management skillsIntermediate expertise in Excel and PowerPointADDITIONAL QUALIFICATIONSExcellent working knowledge of call center operations, metrics and related technologyAbility to solve complex problemsHigh level of mathematical, statistical, and analytical skillsDemonstrated experience using call center tools such as Avaya CMSWorkforce Management Scheduling Software Experience – such as: Aspect, Verint or IEXWHY GENWORTH?We have a real impact on the lives of the people we serveWe work on challenging and rewarding projectsWe give back to the communities where we liveWe offer competitive benefits including:Medical, Dental, Vision, Flexible Spending Account options beginning your first dayGenerous Choice Time Off your first full year12 Paid Holidays40 hours of volunteer time off401K Account with matching contributionsTuition Reimbursement and Student Loan RepaymentPaid Family LeaveChild 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.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.
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Genworth 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 RESPONSIBILITIESLead 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 goalsCollaborate with Leadership to balance off phone needs with meeting Service Level through creative planning/schedulingCollaborate with various other departments to make sure company requirements are met and Service Level is minimally impacted.Create and maintain reports from scheduling (Verint) software and other sources, such as daily forecast accuracy and intraday reportingAnalyze intraday call trends and recommend appropriate staffing/scheduling adjustmentsEnhanced understanding and implementation of strategic goals. Oversee the use of standard process workflows by teamTrain and coach team members.Manage escalated issues and provide direction.Collaborate with peers to establish best practicesAnalyze team statistics and prepare reportsEvaluate 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 unitsOther Duties as assignedYOUR QUALIFICATIONSBachelor’s degree or equivalent experienceMinimum of two years of call center experienceStrong analytical and problem-solving skillsStrong multi-tasking and organizational abilitiesExcellent planning and time management skillsIntermediate expertise in Excel and PowerPointADDITIONAL QUALIFICATIONSExcellent working knowledge of call center operations, metrics and related technologyAbility to solve complex problemsHigh level of mathematical, statistical, and analytical skillsDemonstrated experience using call center tools such as Avaya CMSWorkforce Management Scheduling Software Experience – such as: Aspect, Verint or IEXWHY GENWORTH?We have a real impact on the lives of the people we serveWe work on challenging and rewarding projectsWe give back to the communities where we liveWe offer competitive benefits including:Medical, Dental, Vision, Flexible Spending Account options beginning your first dayGenerous Choice Time Off your first full year12 Paid Holidays40 hours of volunteer time off401K Account with matching contributionsTuition Reimbursement and Student Loan RepaymentPaid Family LeaveChild 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.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.
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