HomeServe USA

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Workforce Specialist Supervisor

Workforce Specialist Supervisor

Job ID 
2017-2523
Job Locations 
US-TN-Chattanooga
Category 
Operations

More information about this job

Overview

Company Information

 

HomeServe USA, ranked as a 2016 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!

 

 

Position Overview

 

The Workforce Supervisor is responsible for the development of the workforce specialists to ensure that call center objectives such as SVL and Shrinkage are met.   The Supervisor would be tasked with managing the day to day activities of the team, will also develop tactics based on the manager’s and company’s strategies for success while maintaining a favorable work environment. The development of relationships between Workforce and Operations is a critical component to the supervisor’s success.

 

Responsibilities

 

 

  • Ensure the professional development of each of the workforce specialists. 
  • Willing to be “in the game” with the specialists to inspect what you expect while also leading by example.
  • Build relationships with the operational leaders specifically the manager, supervisor and team leads.
  • Drive real time strategies including skilling, shrinkage utilization, as well as partner with operations to drive representative behaviors especially around call handling.
  • Provide daily wrap up to the leadership team which would include key indicators such as call drivers, handle time and forecast comparisons, day of week comparisons, absenteeism trending, as well as other unique behaviors and drivers.
  • Measure return on investment between shrinkage usage and performance
  • Coordinate with local leadership teams to schedule offline activities to balance SVL’s while also ensuring that local and national priorities are met.
  • Provide weekly plan to workforce leader and operations team to identify the opportunities and challenges of the coming week.
  • Partner with the site planner to deliver workforce 101 to new hire groups

 

Qualifications/Skills

 

  • Ability to drive high performance work teams
  • Experience and understanding of staffing, queues, and performance measurements
  • Proficiency with Excel
  • Adept at managing multiple priorities and tasks in a fast-paced environment
  • Strong written and verbal communication skills with the ability to drive and effectively communicate change
  • Good reasoning abilities and sound judgment. Tactful, flexible and people oriented.
  • Communication and interpersonal skills
  • Ability to work in a team environment
  • Ability to act and drive a sense of urgency to ensure both internal and external customers are served in a timely manner.
  • Ability to motivate and lead through tactical leadership built from strategic vision.
  • Strong ability to analyze call trends and take appropriate action
  • High school degree; college degree preferred
  • Must be available to work any shift any day

 

 

 

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 affirmative action / equal opportunity employer.