HomeServe, a 2020 certified Great Place to Work, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the first place people turn to for home repairs. With more than 1,800 employees in the US, our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe is part of a global organization that serves millions of customers in the US, Canada, UK, France, Spain and Japan. Come see why you should work for HomeServe!
Position Overview:Manager, Contractor Training and Performance
In this highly visible and demanding role the Manager, Contractor Training and Performance (CTPM) will be responsible for managing a team delivering a world class experience and superior customer service to our contractor partners. The CTPM will help achieve corporate financial and customer service objectives by effectively managing our performance in the onboarding and entry of contractors into our network, actively participating in improving and innovating the processes and procedures for recruiting and training contractors on the "HomeServe Way". In addition, the CTPM will be the leader and manager of the regional operations specialists team. Furthermore, the CTPM as a HomeServe contactor network success subject matter expert, will work collaboratively with each respective group in the Contractor Management department, the call center management team, and other key groups to enhance the ability of our contractor network to deliver the highest quality service to our customers. This position reports directly to the Director of Contractor Management within the Contractor Management and Operations Department.
Assist in managing existing contractor network to ensure superior quality, customer service and cost standards.
Perform the administrative leadership functions for the regional operations specialist team
Improve upon the existing training plan and develop a robust pipeline for newly hired ROSs as well as ongoing development of the skillsets
Analyze regional operations specialists team key performance indicators and service level agreements to help drive continuously improving standards.
Lead and encourage contractors to adopt state-of-the art advancements and techniques to enhance productivity and the customer experience.
Work with the contractor recruitment to identify, qualify and train new contractors via the onboarding (ROS) team
Provide initial and on-going training of contractors via leadership of the ROS team.
Establish a rapport with key contractor personnel at operations and management levels.
Conduct and Lead regular ROS team performance review meetings.
Assist ROMs with contractor round tables to share best practices and obtain feedback on HomeServe USA performance.
Assist in resolving customer complaints and analyze opportunities for further contractor training.
Act as liaison between the Reginal Operations Specialists Team and Contact Center to deliver quality service.
Monitor industry related trends for opportunities to improve HomeServe and/or Contractor's business operations.
Remain current on national and regional regulatory standards and codes.
Take a lead role in the mentorship of the ROS Team.
Assist in the training of newly hired ROS positions.
Two years of proven service and/or repair management experience in plumbing / heating / electrical or residential construction projects or equivalent experience in the home warranty industry
Relevant education or equivalent experience
Prior managerial experience preferred.
Independent self-starter capable of working collaboratively with multiple cross functional organizations.
Strong ability to analyze data and develop a strategic plan to improve customer satisfaction and control repair costs.
Outstanding computer experience required. Experienced working with Excel, Word and PowerPoint (Microsoft Office).
Innovation in operations and process improvement experience desired.
Excellent oral and written communication skills with the ability to communicate effectively at all levels of the organization including the executive level.
Valid driving license is required.
In return we offer:
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
HomeServe USA is an equal opportunity employer.