Supervisor, Deployment

Company: HomeServe USA
Location: Chattanooga
Posted on: September 8, 2023

Job Description:

HomeServe is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last three years. What does HomeServe do and what makes it so great? Well, we're glad you asked!We put people at the heart of everything we do. That's priority number one for all of us. For the 4.7 million Customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,000 municipal and utility Partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 2,500 People working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.No matter your role at HomeServe, you're part of a growing global team that's collectively working to make home repairs and improvements easy. From our businesses in the U.S. and Canada, to those in the U.K., Belgium, France, Japan, Portugal and Spain, we have a shared vision to be the world's largest, most trusted provider of home repairs and improvements. Our ambition is to do every job, in every home.Position Overview:The Deployment Supervisor is crucial to achieving customer service goals and metrics - ensuring that customers receive fast response and quality service to resolve their home emergency. Primary responsibilities include managing the overall Deployment department and staff, adhering to HomeServe standards and ensuring that all processes, procedures and metrics are managed to HomeServe standards. The Supervisor is also responsible for managing the day to day schedules and workflow of the Deployment team.Additionally, the Deployment Supervisor will monitor and direct activities of the Team Lead and Deployment Specialist to ensure deployment queues are prioritized and jobs deployed within SLA parameters, and ensure that Critical cases are followed up on within defined guidelines and act to resolve long pending cases. The Supervisor will assist team members regarding process, policy and technical issues beyond their scope, experience and/or responsibility. Supervisor will interact with the cross functional teams such as the Recruiting team, Area Network Managers, Contractors and other departments within the Contact Center to resolve issues relating to job deployment.Position will be responsible for hiring, coaching, conducting corrective actions, performing PDRs, processing payroll, employee development and all other supervisory responsibilities.Responsibilities:* Manage deployment staff and team lead and ensure the proper handling of a high volume of service requests awaiting deployment* Provide ongoing coaching and development to other team members including, but not limited to training, quality monitoring, and performance management* Assign deployment jobs to agents, ensuring the jobs assigned are worked in priority of urgency and age. Monitor workload to ensure jobs are deployed within SLA limits.* Coordinate resolution for all levels of escalated issues including those identified by customers, partners, management, CAT, Critical case and other sources* Recommend and create deployment policies and procedures; identify and implement process efficiencies.* Manage KPI's/Metrics for the department* Manage the Work-in-Progress through job life cycle from creation to deployed to meet KPI's* Proactively communicate with employee's, peers and customers* Build excellent internal and external customer and contractor relationships during every interaction* Use internal tools and internet resources to locate Emergency Recruit Contractors when needed and communicate findings to the recruitment team to fill gaps in the existing networkJob Requirements:* High school diploma or GED* Minimum 1-2 years of previous supervisor/leadership experience* 1-2 years of experience in a contact center environment preferred* Working knowledge of residential plumbing, electrical, or HVAC systems preferred* Great organizational, time management, and project management skills* Self-driven and thrive in a fast-paced environment* Strong customer service track record with demonstrated success handling escalated issues* Ability to work under the pressure of a steady workload* Outstanding written, verbal and presentation skills* Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills* Strong Excel skills a plus (Filters, Pivot tables, Tables, Reports)* Must have shift flexibility and be able to some evenings and weekendsPhysical Demands:* The physical demands described here are representative of those that must be met by to perform the essential functions of this job successfully. While performing the duties of this job, the position is regularly required to use hands and fingers to handle, feel or operate objects, tools, or controls (e.g., phone, computer, mouse, etc.), and reach with hands and arms. The primary function of the job requires employee to be able to communicate frequently (hearing and speaking) and manual dexterity to use computer and phone.Position Type/Expected Hours of Work* This is a full-time position. Standard work days and hours are Monday through Friday, 8:00 a.m. through 5:00 p.m. with a 60-minute lunch. However, position typically works 45 plus hours weekly and may require alternative hours and weekends at times. Some flexibility with start time.Travel:* No travel required.In return, we offer:* Competitive compensation* Career development and advancement opportunities* Casual attire throughout the week* Friendly, open and team oriented work atmosphere* Excellent benefits including generous medical, vision, dental and life & disability insurance* 401(k) plan with a company match* Eligibility to enroll in up to two HomeServe coverage plans paid for by the companySalary Range: $53,534 - $71,379Bonus Potential: 5%HomeServe USA is an equal opportunity employer.

Keywords: HomeServe USA, Chattanooga , Supervisor, Deployment, Professions , Chattanooga, Tennessee