Response Team Manager - Home Instead, Inc.
Opportunities at Global Headquarters >> Response Team Manager
Response Team Manager
Summary
Title:Response Team Manager
ID:6-18 01
Department:Response Team
Address:13323 California Street
City:Omaha
State:NE
Zip code:68154
Job Type:Full Time
Experience Level:Intermediate (3-7 yrs. experience)
Positions Available:1
Description

Working in senior care may not seem like an exciting endeavor, but at Home Instead, Inc. ("Home Instead") we are Changing the Face of Aging® with a singular focus that is anything but boring! To be successful, we require enthusiastic, collaborative and highly-skilled business and technically-driven professionals. At our core lies an incredible company culture embodied by our motto, To Us, It's Personal®. If you value a workplace filled with people who would genuinely care about you, consider applying at Home Instead. Our expectations will be high, but the impact this work has on our large franchise network's work force couldn't be more rewarding.

We have an opportunity for you as Response Team Manager. The Response Team Manager is responsible for leading the customer contact experience for Clients and CAREGivers. This includes collaborating with other departments and vendors to develop and share contact inquiry best practices on solutions, training, and coaching for our franchises to align with the brand experience. 

Key Responsibilities of the Response Team Manager:

  • Create and monitor the Quality Assurance program for Response Team Specialists.
  • Workforce management and scheduling oversight for Response Team Specialists.
  • Develop, track and adapt performance metrics and goals related to Response Team contact handling aligned with the Home Instead strategy. Create continuous improvement plans to positively impact performance metric goals.
  • Manage day-to-day operational processes and provide recommendations for Contact Center tools, Customer Relationship Management (CRM) system, Recruitment/Hiring Management system, and Call Tracking Solution Vendors in order to create a quality brand experience.
  • Handle customer contact inquiries for Response Team when coverage is needed.
  • Collaborate with the Learning & Development and Business Performance departments in order to create franchisee training and help to operationalize best practices and tools for coaching.

Education, Experience and Required Skills:

  • College degree preferred.
  • 5+ years of contact center operations and/or Marketing/Sales experience.
  • Experience with managing quality assurance programs.
  • Experience with workforce management and scheduling.
  • Experience with sales and marketing contact center processes, analytics and reporting.

The Home Instead® network provides personalized care, support and education to help enhance the lives of aging adults and their families. Today, this network is the world's leading provider of in-home care services for seniors, with more than 1,000 independently owned and operated franchises that are estimated to annually provide more than 65 million hours of care throughout the United States and 11 other countries. Local Home Instead offices employ approximately 65,000 CAREGiversSM worldwide who provide basic support services that enable seniors to live safely and comfortably in their own homes for as long as possible. The Home Instead network strives to partner with each client and his or her family members to help meet that individual’s needs. Services span the care continuum – from providing personal care to specialized Alzheimer’s care and hospice support. Also available are family caregiver education and support resources. At Home Instead, it’s relationship before task, while striving to provide superior quality service.  These independently owned and operated franchises achieve service excellence with the support of dedicated Global Headquarters staff members who provide exceptional service with a personal touch.

The Home Instead, Inc. benefits package includes:

  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Health Savings Account (HSA)
  • Flexible Spending Accounts (Health; Dependent Daycare/Eldercare)
  • Life Insurance (Basic & Additional Voluntary Coverage for Employee, Spouse and/or Children)
  • Short Term Disability
  • Long Term Disability
  • 401(k) Savings Plan
  • Honor PTO
  • Employee Assistance Program
  • Wellness Program
  • On-site Dining Room
This opening is closed and is no longer accepting applications
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