Director of LTC Contact Center

Position Title:

Director of LTC Contact Center

Location:

This position is available to Virginia residents as Richmond or Lynchburg, Virginia in-office applicants or to remote applicants residing in states/locations under Eastern or Central Standard Time: Alabama, Arkansas, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Nebraska, New Hampshire, New Jersey, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Vermont, Virginia, Washington DC, West Virginia or Wisconsin.

Genworth policy requires employees to be fully vaccinated for COVID-19 before they visit any Genworth office. For certain positions where office attendance is deemed to be essential to the role, offers of employment shall be conditional upon proof of vaccination or exception based on a qualifying medical or religious accommodation request.

Your Role:

The Director of LTC Contact Center will be responsible for the strategic planning and execution of all Call Center operations for Policyholders Services and Claims. The Contact Center Director is responsible for the continuous improvement of the customer experience, executing on the overall operational targets and guiding the daily business decisions.

We are looking for an experienced leader with strong interpersonal and leadership skills who can shape the collective experiences and cultures of several different teams into a unified high performing organization that puts the customer at the heart of everything we do.

What you will be doing:

People

• Manage multiple call centers both domestically and internationally,

• Increase productivity of managers and representatives alike (coach, hold accountable and recognize/reward on KPIs),

• Help create and maintain a positive department culture through the participation in, and creation of Company culture initiatives,

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently handle every call by first call resolution and ensure customers satisfaction,

• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision,

• Work collaboratively with other teams/departments to ensure focus on One Operations strategy,

• Ensure the timely delivery of monthly associate performance metrics which contribute to individual and team scorecards,

Process/KPI

• Actively manage incoming calls, call routing, agent availability, etc. to ensure low wait times and proper handling of calls,

• Review trends for phone volume, staffing levels, and customer satisfaction to determine where process improvements may be made and best practices adapted,

• Willingness to be flexible as the business needs shift i.e., surge associates into other areas as the workload demands,

• Develop, implement, and maintain effective processes to ensure all Quality Assurance (QA) Service Level programs are met or exceeded,

• Ensure compliance with regulatory agency guidelines and standards,

• Develop solutions and implement changes based on Problem Resolution findings prior to these becoming a complaint,

• Work closely with The Office of the President to identify trends between customer complaints findings and implement corresponding corrective actions,

• Develop a process to ensure the Voice of the Customer (VOC) is available and used to drive decisions on how, where and when we deliver service,

• Report audit findings to management with recommendations for resolution and verify appropriate corrective actions have been implemented and documented

Technology/Strategy

• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction,

• Achieves financial objectives by preparing the Contact Center budget to attain business goals with operational stability by scheduling expenditures, analyzing variances, and initiating corrective actions,

• Assist in developing and implementing future contact center vision and strategy,

Must have / What you bring:

• Bachelor’s Degree or equivalent experience

• 10 years’ experience in operations roles

• 3-5 years leadership experience with a focus on Operations

• Strong analytical skills: Ability to drive results quickly

• Collaborative; Strong influence and facilitation skills

• Strong process management skills

• Demonstrated ability to solve complex issues with multiple often conflicting, requirements

• Articulate communicator – verbal & written, formal & informal

• Ability to develop clear, documented strategies with consensus building techniques

• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center

• Requires periodic travel

Nice to have:

• Track record of executing strategic, large-scale change

• Thought leader with an astute ability to influence stakeholders

• Innovative: Ability to design and deliver industry leading solutions

• Strong planning skills, both short-term and longer-term (1-3 years)

• MBA or master’s degree

What we offer:

• We have a real impact on the lives of the people we serve
• We work on challenging and rewarding projects
• We give back to the communities where we live
• We offer competitive benefits including:
  • Medical, Dental, Vision, Flexible Spending Account options beginning your first day
  • Generous Choice Time Off your first full year
  • 12 Paid Holidays
  • 40 hours of volunteer time off
  • 401K Account with matching contributions
  • Tuition Reimbursement and Student Loan Repayment
  • Paid Family Leave
  • Child Care Subsidy Program

About us:

Genworth Financial, Inc. (NYSE: GNW) is a Fortune 500 provider of products, services and solutions that help families address the financial challenges of aging. Headquartered in Richmond, Virginia, we apply our nearly 150 years of experience each day to helping people navigate caregiving options and fund their long term care needs. Genworth is also the parent company of publicly traded Enact Holdings, Inc. (Nasdaq: ACT), a leading U.S. mortgage insurance provider. For more information on Genworth, please visit https://www.genworth.com/. From time to time Enact separately releases financial and other information about its operations. This information can be found at https://ir.enactmi.com/.

The mission of Genworth’s US Life business is to efficiently keep our promises to our customers and their families and to lead the industry forward to solve the nation’s long term care crisis.

We know we can’t deliver on our mission unless we deliver for our employees. That’s why we’re committed to creating a work environment that fosters diversity, inclusion, camaraderie, rewarding work, community involvement, and a focus on our employees’ well-being. We know each employee contributes in their own unique way and we’re dedicated to supporting every one of them to help them reach their full potential.