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!
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.
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
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.