Associate Workforce Management Specialist (Forecaster)

Genworth

  • Lynchburg, VA
  • Permanent
  • Full-time
  • 30 days 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 TITLEAssociate Workforce Management Specialist (Forecaster)POSITION LOCATIONThis 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 ROLEAs 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 DoingProactive gathering, development, and analysis of operational forecasts to produce effective projections of inputs and capacity requirementsAnalysis of inputs and trends or variances to ensure accurate planning of all input variables affecting the forecast and staff planningUnderstand seasonal, holiday, and others patterns that impact volume accuraciesAnalysis and support related to change management and projects in a timely and accurate mannerSupport effective outsourcing and site allocations related to third-party vendorDrive model improvements to maximize statistical confidence and operational accuracy; Support flexibility and effectiveness of modelsMaintain forecasting, staff group and skilling information to effectively support scheduling and WFM processesCommunicate effectively with internal and external customers in accordance with the company’s policies, procedures, guidelines, and common practicesInterface 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 futureEffectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requestsUpdate workforce management and other data requirements as neededSeeks and considers differing methodologies for modeling and makes recommendation for improvement if/when enhancements would improve accuracyWhat You Bring3-5 years of Call Center Experience, particularly in the areas of Workforce ManagementAble to facilitate and lead meetings/conversations with senior level leadership; Including the ability to present opportunities for change/enhancement with confidence and effectivenessThorough understanding of key drivers that influence budgeting and staffing decisions within a Call CenterStrong technical skills in ExcelBachelor’s degree in mathematics, statistics, data science or related preferredPrior experience with Verint preferredKnowledge of Predictive Analytics Methodology and Staff Modeling preferredEmployee Benefits & Well-BeingGenworth 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 IncentivesComprehensive Healthcare CoverageMultiple 401(k) Savings Plan OptionsAuto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family LeaveDisability, Life, and Long Term Care InsuranceTuition Reimbursement, Student Loan Repayment and Training & Certification SupportWellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)Caregiver and Mental Health Support ServicesADDITIONAL
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.

Genworth