HomeServe USA, a Brookfield Infrastructure Group portfolio company, 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 ten 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 nearly 5 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 1,300 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 1,500 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 team that's working to make home repairs and improvements easy.
Position Overview:
The Deployments Supervisor leads the day-to-day operations of the Deployments department, driving team performance to ensure quality contractors are deployed quickly to address customers' emergency repair needs. This role is responsible for managing staffing, scheduling, and processes while adhering to all HomeServe standards. The Supervisor will direct the activities of Team Leads and Deployment Specialists to ensure queues are prioritized, jobs are deployed within SLA parameters, and report progress with key business leaders. Serving as a cross-functional liaison, the Supervisor partners with Regional Operations Managers, Recruiting team, and Contact Center teams to resolve deployment-related issues. This position carries full supervisory accountability including hiring, coaching, corrective actions, performance reviews, payroll, bonus administration, employee development, etc.
Responsibilities:
Essential Functions:
Essential Job Function
% of Time on Function
Performance Management & Coaching - Evaluate individual and team performance through data-driven assessments; deliver consistent, actionable coaching to drive continuous improvement
30%
Workflow & SLA Management - Monitor daily workflows, establish priorities, set deadlines, and adjust resource allocation to ensure timely task completion within SLA parameters
25%
Team Leadership & Direction - Set clear objectives and foster a collaborative environment that aligns the team toward shared operational goals
25%
Training & Development - Identify skill gaps and knowledge needs within the team; design and facilitate targeted development opportunities to build capability and support career growth
20%
Total
100%
Job Requirements:
High school diploma or GED required, degree preferred
Minimum 1-2 years of leadership experience
1-2 years of experience in a contact center environment preferred
Working knowledge of residential plumbing, electrical, or HVAC systems preferred
Great organizational, time management, and project management skills
Self-driven and thrive in a fast-paced environment
Strong customer service track record with demonstrated success handling escalated issues
Ability to work under the pressure of a steady workload
Outstanding written, verbal and presentation skills
Proficient PC skills including Microsoft Office tools (Excel, Word, Outlook), as well as internet search skills
Strong Excel skills a plus (Filters, Pivot tables, Tables, Reports)
Must have shift flexibility and be able to some evenings and weekends
In return, we offer:
Minimum Physical Requirements:
The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work. While performing the duties of this position, the employee is regularly required to listen, talk and hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls while executing tasks like working on a computer or talking on the telephone. The employee is occasionally required to stand; walk; sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually moderate to low.
This job description is intended to provide guidelines for job expectations and the employees ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
HomeServe USA is an equal opportunity employer.