CareScout Customer Service Manager

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About CareScout

Join us on a mission to simplify and dignify the aging experience. We are the children, siblings, neighbors, and friends of those navigating the fragmented and confusing system of long-term care. Our team is ferociously curious and relentless in our pursuit of a better system - and we are deeply committed to a sense of belonging for all, in all phases of life.

We're creating a new experience for care seekers and their families, bringing together long-term care options, non-healthcare resources, education, and human support into one place. We work hard, we have fun, we care about each other, and we share the mission. If this sounds like a place where you could thrive, join us!

CareScout is a wholly owned subsidiary of Genworth Financial, Inc, a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging.

POSITION TITLE

Customer Service Manager, CareScout

POSITION LOCATION

Remote US

YOUR ROLE

The Customer Service Team Manager will play a crucial role in delivering superior customer service to both external and internal customers. You will provide technical assistance and supervise the daily activities of coordinating assessments which occur between policyholders, our Field Team and our Clinical Team. You will lead a small team of US based associates that handle the intake, scheduling and ongoing communication with our client's members and are primarily working through inbound/outbound calls. You will utilize data to effectively manage the teams, leveraging the expertise of the team coordinators to meet the needs of our customers and ensure the team operates at maximum efficiency.

What you will be doing

• Ensure efficient organization in staff scheduling to accommodate call volume, coverage hours and unexpected absences
• Deliver on all defined SLAs and business goals, including but not limited to productivity, quality, and timeliness, and aging
• Participate in development and management of call scripts and call rubrics/CTQ for call quality
• Create and maintain individual and department reports and work with the leadership and workforce teams to increase department productivity and profitability
• Use Call Center systems, including CMS and call recording system
• Deliver accurate reporting of activities and clearly communicate progress of assigned tasks to internal stakeholders as requested
• Drive performance management by providing feedback and direction against stated goals, writing and delivering performance evaluations and taking corrective action as necessary to drive individual and/or team performance
• Support team by interviewing, hiring and implementing ongoing training programs to meet company objectives, which may include direct responsibility of training
• Facilitate resolution of escalations from team members and from internal and external customers, and ensures appropriate follow through
• Participate in new client implementation, including but not limited to ensuring staff resources are available and trained, systems and reporting are in place and needs are understood and positioned for excellence after implementation
• Partner with the Clinical Team, Field Network Team, Quality Assurance, IT, Data Team relationship managers and other areas of the business to provide feedback and recommendations to run the shop as well as make business process improvements
• Collaborate with internal stakeholders to support projects as determined by the client and CareScout leadership
• Support and/or participate in testing of systems to support deployments and enhancements, as well as providing expertise for technology builds and enhancements
• Perform other duties as needed to support the commitments made to our customers

What you bring

• Previous people leadership experience, across diverse teams, with demonstrated ability to meet or exceed client SLAs, goals, and KPIs
• Knowledge of contact center operations, including reporting and technology
• Strong interpersonal relations, rapport building, and emotional intelligence
• Demonstrated ability to prioritize and manage, multiple and competing demands for various stakeholders
• Able to easily adapt to change and work across functional lines to accomplish goals
• Ability to maintain confidentiality of customer and employee information
• Experience interpreting data, analyzing trends, and developing action plans based on patterns and trends
• Demonstrated ability to thrive on developing people and building relationships, understanding that success is achieved not only through goals met but through developing strong, engaged employees
• Experience cultivating feedback and having crucial conversations
• Experience participating and/or leading projects as well as excellent communication and presentation skills
• Confident in taking risks and challenging the status quo and comfortable speaking in any audience
• Demonstrated experience in innovative continual process improvement
• Excellent computer and technical skills, including MS Office suite and experience with analytics/reporting tools

Nice to have

• BS/BA
• Experience with and/or strong knowledge of current CareScout service offerings or Genworth LTCI knowledge
• Vendor relationship and/or workforce management experience

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

This position is available to remote applicants residing in the United States. The base salary pay range for this role starts at a minimum rate of $56,600. up to the maximum of $104,800. An employee's pay position within the base salary pay range will be based on several factors at the time of this job posting including but not limited to geographic location, experience, and qualifications. 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 to ensure pay equity within the organization.