Customer Service Manager, CareScout

📋 Description

• • The Customer Service Manager at CareScout plays a crucial role in delivering superior customer service to external and internal customers, leading a team of US-based associates handling intake, scheduling, and communication for long-term care assessments.
• • Day to day responsibilities include managing a team of approximately 15 associates, overseeing call center operations, setting performance metrics, driving accountability through reporting, leading performance evaluations, partnering with cross-functional teams, ensuring call quality standards, resolving escalations, leveraging AWS and call recording systems, supporting client implementations and system testing, and performing other duties as needed.
• • CareScout is a division of Genworth Financial, Inc., a Fortune 500 company dedicated to simplifying and dignifying the aging experience by integrating long-term care options, non-healthcare resources, education, and human support into one unified experience guided by values of making it human, about others, happen, and better.
• • In this role, the person can develop leadership and team management expertise, gain experience in contact center operations and performance analytics, strengthen stakeholder engagement and process improvement skills, and contribute to meaningful mission-driven work that improves access to care for aging individuals and their families.