The Participant Services Real Time Workforce Support Specialist is responsible for supporting the contact center real time processes across all lines of business and locations. This role ensures achievement of high quality support in execution of the production plans, resulting in effective service of incoming participant contacts. This role is responsible for responding to unplanned events, trends and deltas within the same week. The specialist is responsible for supporting performance goals related to service initiatives and standards in effort to meet and exceed goals. This role works closely with the Participant Services team to close gaps in staffing and scheduling resulting in retention of staff and existing business, successful acquisition of new business, and meeting client contractual obligations.
Physical Requirements/Working Conditions: Professional office environment in command center and regular use of general office equipment such as computers and phones.
While performing the duties of this job, the associate is regularly required to type, reach with hands and arms, sit for long periods of time, read and write, listen, verbally communicate, interpret data, concentrate, follow direction
This job description is not intended to be an exhaustive list of all duties, responsibilities and qualifications of the job. The employer has the right to revise this job description at any time. You will be evaluated in part based on your performance of the responsibilities and/or tasks listed in this job description. You may be required perform other duties that are not included on this job description. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.
At Great-West Financial® and Empower Retirement, our more than 5,700 global associates are dedicated to helping customers secure their financial futures. We offer a range of retirement savings products, life insurance, annuities and investment services from offices across the country. If you’re interested in joining a company that enjoys a record of strong performance and is rich in history yet innovative, bold and transformative, then our organization is an outstanding place for you to grow and succeed. We’re an equal opportunity employer dedicated to workforce diversity. We’re also committed to providing a drug-free workplace.
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