Lead Contact Center Coaching & Escalation Representative
Posted on: 6 Jul 2021
Richmond, VA
Job Description
YOUR RESPONSIBILITIES
Monitors inbound and outbound calls that are surveyed and calls that are not surveyed, to provide feedback regarding telephone etiquette, product information given and procedures
Provides training and development for contact center staff through continual review, feedback and on-the-job development
Listens in on calls recordings and/or real time calls to evaluate the contact center staff skills in dealing with customers and accuracy and effectiveness of information or advice provided to customers
Work with Team Managers to help development plans to improve call quality when needed
Provides data for development of training and problem resolution
Participates on projects as assigned
Conducts mock call training for new associates after they complete classroom training. Conducts side-by side and listening feedback sessions with associates on a regular basis
Assists in the maintenance of service levels by providing phone coverage as needed, including escalated calls
Pull reports to identify trends, training opportunities, and process updates
YOUR QUALIFICATIONS
Must have in-depth knowledge of LTC products, policies, and procedures (minimum 2 years’ experience)
Ability to self-motivate and prioritize assigned case load independently
Ability to maintain confidentiality of customer and employee information
Excellent team player with the flexibility to work in a changing environment
Ability to recognize patterns/trends and recommend improvements to drive positive change
Demonstrated ability to give and receive feedback in a positive, professional manner
Excellent oral, written, interpersonal and presentation skills
Demonstrated ability to build rapport with business partners/stakeholders
Results oriented, ability to meet and exceed objectives and handle multiple deadlines and priorities
ADDITIONAL QUALIFICATIONS
Previous call quality experience, coaching, developing, or training
WHY GENWORTH?
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
Genworth
Richmond, VA
Genworth Financial, Inc. provides insurance and homeownership solutions in the United States and internationally. It operates through five segments: U.S. Mortgage Insurance, Canada Mortgage Insurance, Australia Mortgage Insurance, U.S. Life Insurance, and Runoff. The U.S. Mortgage Insurance segment offers mortgage insurance products primarily insuring prime-based, individually underwritten residential mortgage loans. The Canada Mortgage Insurance segment provides flow mortgage insurance; and bulk mortgage insurance that aid in the sale of mortgages to the capital markets, as well as helps lenders manage capital and risk in Canada.
The Australia Mortgage Insurance segment offers flow mortgage insurance and bulk mortgage insurance that aids in the sale of mortgages to the capital markets and helps lenders manage capital and risk. The U.S. Life Insurance segment offers long-term care insurance products and fixed annuity products in the United States. The Runoff segment covers non-strategic products, which primarily include variable annuity, variable life insurance, institutional, corporate-owned life insurance, and accident and health insurance products.
This segment’s institutional products include funding agreements and funding agreements backing notes. The company distributes its products and services primarily through appointed independent producers and employer groups. Genworth Financial, Inc. was founded in 1871 and is headquartered in Richmond, Virginia.
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IndustryInsurance
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No. of Employees3, 500
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Website
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Jobs Posted29
