Remote Real-Time Contact Center Optimization Lead

Genworth; Lynchburg (VA); On-site; USD 52,700 - 96,000; Full time

Benefits offered by this job

Competitive Compensation

Comprehensive Healthcare Coverage

401(k) Savings Plan Options

Employer-funded retirement feature

Job summary

Genworth is seeking an Operations team member for real-time call center support. The role focuses on monitoring queues across multiple lines of business, adjusting staffing, and delivering real-time updates to management to ensure strong customer service for policyholders.

The position requires 2+ years in a call center, familiarity with tools like Amazon, Verint, CMS or IEX, and strong analytical and communication skills.

Qualifications

• Minimum two years of call center experience.
• Experience with call center tools such as Amazon, Verint, CMS or IEX.
• Strong analytical and problem‑solving skills.
• Excellent planning and time management skills.
• Excellent verbal/written communication skills.
• Intermediate Excel and PowerPoint.
• Ability to work flexible hours 7AM–8PM including extended nights and/or weekends.

Responsibilities

• Real-time monitoring of queues across multiple lines of business.
• Analyze real-time call trends and adjust staffing as needed.
• Provide real-time updates to call center management on queue performance.
• Generate regular and ad hoc reports for management.
• Create and maintain reports.
• Coordinate allocation and availability of staff to hit goals.
• Recommend operational guideline changes to improve efficiency.
• Adjust workforce software to track agent productivity.
• Plan and schedule off-phone events.
• Lead department meetings and provide updates.
• Provide admin support to Call Center staff.
• Perform other duties as assigned.

Skills

Call center experience

Call center tools

Analytical skills

Time management

Communication skills

Excel

PowerPoint

Flex hours

Tools

Amazon

Verint

CMS

IEX

Job description

Genworth is seeking an Operations team member for real-time call center support. The role focuses on monitoring queues across multiple lines of business, adjusting staffing, and delivering real-time updates to management to ensure strong customer service for policyholders.

The position requires 2+ years in a call center, familiarity with tools like Amazon, Verint, CMS or IEX, and strong analytical and communication skills.