Customer Service Manager, CareScout

Genworth is on a mission to simplify and dignify the aging experience, and they are seeking a Customer Service Manager for their CareScout division. The role involves delivering superior customer service, managing a team, and overseeing call center operations to ensure effective service delivery.

Responsibilities:

• Manage a team of approximately 15 associates, providing exceptional phone and transaction-based customer service while fostering an inclusive team environment
• Oversee the day‑to‑day call center operations by setting performance metrics and team goals, ensuring achievement through effective management
• Drive team accountability and performance through effective use of reporting and collaboration with leadership and workforce management partners to improve productivity, profitability and service quality
• Lead performance management by providing clear feedback and direction, conducting performance evaluations, and taking appropriate corrective action to improve individual and team performance
• Partner with cross‑functional teams and internal stakeholders to support service delivery, client needs, and business initiatives
• Ensure quality phone service through oversight of call quality standards, monitoring, and continuous improvement initiatives
• Facilitate resolution of escalations from team members and from internal and external customers, ensuring timely and appropriate follow through
• Leverage call center systems, including Amazon Web Services (AWS) and call recording platforms to support operation, quality monitoring, and performance management
• Support new client implementations by ensuring staffing plans, training, systems, and reporting are in place to meet business needs and enable successful service launches
• Support system testing for deployments and enhancements, identify process improvement opportunities, and communicate system changes to ensure successful adoption and ongoing operational effectiveness
• Perform other duties as needed to support the commitments made to our customers

Requirements:

• 2+ years of prior leadership experience or proven ability to lead a strong motivated team by providing guidance and direction to meet or exceed service levels and performance goals
• Demonstrated ability to develop and engage team members while building strong relationships that drive performance and long‑term success
• Strong interpersonal skills, with the ability to build rapport, and demonstrate emotional intelligence
• Proven ability to navigate competing priorities, adapt quickly to change, and partner across functions to drive results
• Ability to maintain confidentiality of customer and employee information
• Experience interpreting data, analyzing trends, and developing actionable plans based on patterns and trends
• Experience providing coaching and constructive feedback, including leading effective performance and development conversations
• Experience leading and/or contributing to projects, with exceptional written and verbal communication, presentation, and stakeholder engagement skills
• Demonstrated experience identifying, recommending, and implementing innovative process improvements to enhance efficiency, quality, and overall business outcomes
• Strong computer and technical proficiency, including MS Office suite
• Associate/bachelor's degree or equivalent work experience
• Experience managing vendor relationships and/or workforce management functions
• Working knowledge of contact center operations, preferably within a long‑term care or insurance environment
• Experience using analytics and reporting tools (e.g., Power BI) to monitor performance and support decision‑making