Associate Workforce Management Specialist (Scheduler)

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 (Scheduler)

POSITION LOCATION

This position is available to Virginia residents as Lynchburg or Richmond, Virginia 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.

At Genworth, we are committed to caring for our customers and for the safety of our colleagues. In the event the office is inaccessible (i.e. Inclement Weather), this role may be required to work remotely. High speed internet is required, and a distraction free area is preferred.

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 is responsible for the daily efforts to provide a great customer and employee experience by effectively optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations.

WHAT YOU WILL BE DOING

• 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)

• Co-Administer Verint environment, such as entering updates for team and departmental activities via submissions to WFM Scheduler mailbox

• Supports annual time-off bidding process (TOSS)

• Prepare and provide management with available associate work schedules through analysis of proper time frames and service level requirements

• Track schedule adherence and make recommendations for improving adherence

• Analyze intraday call trends and recommend appropriate staffing/scheduling adjustments

• Assist with short range staffing strategies/plans for contact center and assists in creating models that consider weekly & daily management of resources

• Create and maintain reports from scheduling (Verint) software and other sources; such as daily forecast accuracy and intraday reporting

• Coordinate appropriate allocation and availability of call center staff in order to achieve company goals

• Make necessary adjustments to workforce management software to appropriately track the productivity of customer service representatives

• Plan and schedule all off-phone events

• Provide scheduling administrative support to the Customer Service and Claims leadership teams as needed

• Coordinate appropriate allocation and availability of call center staff to achieve company goals

• Provide administrative support to the Call Center and Call Center Management Staff

• Perform other duties as assigned by management

WHAT YOU BRING

• Bachelor’s degree or equivalent experience

• Minimum of 2 years of call center workforce management experience; scheduling experience preferred

• Excellent working knowledge of call center operations, metrics and related technology

• Intermediate expertise in Excel and PowerPoint

• Work independently while managing multiple priorities

• Experience using workforce management scheduling software (i.e. Aspect, Verint or NICE IEX) 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