Workforce Director

Company Overview:

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 Workforce Director reports to the VP Customer Experience and is responsible for managing the day-to-day activities and establishing the strategic workforce objectives of our on-site, work from home and outsourced Claims, Cost Authorization/Deployment, Sales and Customer Service teams. This role partners extensively with peers leading our Repair Management, Inbound Sales, Finance, HR, Marketing, Telephony and Training teams.

Responsibilities:

• Management and oversight of the Workforce Analyst, Staffing and Forecasting functions ensuring all operational metrics, including but not limited to Service Levels, Occupancy/Shrinkage, and Calls to Forecast are achieved to deliver world class customer service for HomeServe customers.
• Drive real time strategies including IVR call routing, agent skilling, vendor utilization, cross training, shrinkage management and capacity utilization.
• Support processing of all facility related vendor invoices to ensure they are accurate and billed per contract.
• Assist in providing the organization all reporting specific to call volume and service level attainment. Work to establish a strategy to automate reporting where ever possible.
• Establish proactive seasonal staffing strategy and work with all site locations to validate implementation and readiness.
• Owning, developing and documenting operational processes that deliver enhanced performance across all channels, while ensuring adherence to compliance standards.
• Management and analysis of financial metrics relating to operational areas, ensuring they remain aligned with budgeted objectives.
• Proactively identifying and acting upon process improvement initiatives that increase customer satisfaction and reduce operational expense.
• Overseeing the resolution of performance related issues, recommending improvements to solve for root cause, and implementing plans to prevent recurrence.
• Establishing excellent working relationships with team members and department contacts in order to maintain and continuously improve the level of service provided.
• Coaching, developing and mentoring team members to establish and attain career development goals.
• Sustaining an already strong culture and championing cultural enhancements that align with the high standards HomeServe has come to expect.
• Other Duties as assigned.

Job Requirements:

• 7 years of experience in people management.
• Minimum of 10 years of leadership experience working in a call center, customer service and sales environment.
• Strong quality focus with a track record of improving and managing the customer experience across all levels of operations.
• Background in handling escalated call center-related matters and implementing appropriate process improvements to resolve issues.
• Management of multi-center staffing solutions.
• Excellent Excel, Word and PowerPoint skills as well as workforce software (e.g., IEX).
• Excellent leadership, motivational and communication skills.
• Proven background in achieving budget targets and improving operational performance.
• Demonstrated success with driving results and coaching teams to excellence.
• Entrepreneurial self-starter with demonstrated ability to drive results.
• Ability to work collaboratively with multiple stakeholders in a cross-functional work environment.
• Ability to analyze day-to-day metrics while visualizing longer term goals and broad scope impacts.
• Bachelor’s degree or equivalent experience in customer service and managerial positions.
• Attention to detail.
• Ability to manage multiple tasks in a fast paced, deadline driven environment.
• Quick learner.
• Ability to think strategically.

Preferred qualifications:

• MBA or Graduate degree.
• Experience in program management on cross-functional projects.
• Experience in workforce management tools such as Verint, Nice, Calibrio, etc.
• Experience in developing and communicating strategy at executive level for decision making with clear recommendations using fact/data based approach.
• Experience in dealing with ambiguity, achieving results in a fast-paced environment and to change business needs.
• Excellent written and verbal communication skills, with the ability to communicate with multiple levels including the executive leadership team, peers and managers.

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 company

HomeServe USA is an equal opportunity employer.

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