Call Center Channel Leader

Genworth Financial is a leading insurance holding company, serving the lifestyle protection, retirement income, investment and mortgage insurance needs of more than 15 million customers, and has operations in 24 countries, including the U.S., Canada, Australia, the U.K. and more than a dozen other European countries. Genworth has strength and stability, with $104 billion in assets, more than $10 billion in revenues, and $1 billion in earnings (as of December 31, 2004). For more information, visit http://www.genworth.com

Position Description:

- Lead a team of 50+ associates and coach 3 Team Leaders managing an inbound call center team dedicated to serving our contract holders.
- Develop strong partnerships with customers, sales leaders and other functional areas
- Drive key strategic and customer initiatives in line with company goals
- Initiate and implement operational initiatives aligned with the sales/marketing strategy
- Increase customer satisfaction, quality and productivity levels through continuous improvement projects
- Ensure the team meets or exceeds service levels and customer expectations
- Build, monitor and communicate performance scorecards with customers, senior management, the sales force and other key stakeholders
- Responsible for forecasting and scheduling
- Build a customer centric culture
- Resolve difficult/complex customer issues/concerns
- Institutionalize values into organization
- Must have or obtain Services 6 and Series 26 certification within 90 days of hire

Basic Candidate Qualifications:
- Process management experience
- Customer Service orientation
- Project management skills
- Managed operational risk
- Experience developing and managing a budget
- Bachelor's degree or higher

Preferred Candidate Qualifications:
- Experience in managing in a call center environment
- Builds strong alliances with customers, employees and other key stakeholders
- Demonstrated success in creating and communicating a shared vision and facilitating a common goal / purpose
- Dynamic, flexible team player with the ability to hire, lead and develop diverse teams
- Change agent - perceives change as an opportunity; eliminates barriers
- Proven ability to focus on strategic areas and drive results; sets and meet aggressive goals
- Previous experience managing leaders and mid-sized teams; ability to energize and coach others
- Demonstrated ability to influence, negotiate and communicate at all levels of organization
- Excellent facilitation, presentation, verbal and written communication skills
- Build and present executive presentations
- NASD Series 6 and Series 26

To Apply Visit Genworth Financial