About the Role
Associate Workforce Management Specialist (Forecaster)
locations
Lynchburg, Virginia
Remote (New Jersey)
Remote (New Hampshire)
Remote (Maine)
Remote (Nebraska)
Remote (North Carolina)
Remote (Mississippi)
Remote (Missouri)
Remote (Minnesota)
Remote (Michigan)
Remote (Maryland)
Remote (Massachusetts)
Remote (Louisiana)
Remote (Washington, DC Metro – Virginia)
Remote (Washington, DC Metro – Maryland)
Remote (Kentucky)
Remote (Kansas)
Remote (Indiana)
Remote (Illinois)
Remote (Iowa)
Remote (Georgia)
Remote (Florida)
Remote (Delaware)
Remote (Washington, DC Metro)
Remote (Connecticut)
Remote (Arkansas)
Remote (Alabama)
Richmond, Virginia
Remote (Wisconsin)
Remote (Virginia)
Remote (Texas)
Remote (Tennessee)
Remote (South Dakota)
Remote (South Carolina)
Remote (Rhode Island)
Remote (Pennsylvania)
Remote (West Virginia)
Remote (Vermont)
Remote (Oklahoma)
Remote (Ohio)
Remote (New York)
Remote (North Dakota)
time type
Full time
job requisition id
REQ-240176
At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care withguidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need careand 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, youll play a crucial role in delivering world class customer service and capabilities to our policyholdersnow and in the future.
The Associate Workforce Management Specialist (Forecaster) isresponsible 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 systemincluding, 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 companys 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
- Bachelors degree in mathematics, statistics, data science or related preferred
- Prior experience with Verint preferred
- Knowledge of Predictive Analytics Methodology and Staff Modeling preferred