Repair Management Supervisor

Homeserve USA Chattanooga , TN 37402

Posted 10 months ago

Overview

HomeServe USA, ranked as a 2017 Top Work Place, provides emergency repair plans which are like roadside assistance for your home. Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home. 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 USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain. Come see why you should work for HomeServe USA!

Responsibilities

Position Overview

Supervise a group of RM Coordinators taking inbound warranty claims calls. The RM Supervisor will also be responsible for interviewing applicants, motivating a team to reach/exceed goals, reporting, and disciplinary action.

Qualifications

  • Provide consistent coaching and development to staff including, but not limited to, ongoing training, quality monitoring, delivering disciplinary actions, and delivering employee performance evaluations.

  • Ensure that all agents are meeting statistical targets and provide action plans for those that fall below expectations.

  • Manage call quality and agent goals as well as staffing, scheduling and daily tasks.

  • Provide program and agent performance reporting as required, including statistical analysis and reporting.

  • Coordinate issue resolution for all levels of escalated issues including those identified by the client, customers, and management, the field, and clients.

  • Make recommendations to management regarding the development of policies and procedures; identify and implement processing efficiencies.

  • Represent the organization in various meetings with the client and management team. Ensures that the actions of the group are met and are in line with client goals.

  • Managing employee time cards and pay for full time and temporary agents, including managing the attendance policy.

In return we offer

  • Competitive compensation

  • Career development and advancement opportunities

  • Business-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.


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Repair Management Supervisor

Homeserve USA