CareScout Customer Service Manager at Genworth Indiana

Care Scout Customer Service Manager – Genworth

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!

Care Scout 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.

Customer Service Manager, Care Scout

Remote US

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.

• 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 Care Scout 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

• 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…