Objective:The Service Manager is responsible for successfully directing and coordinating all activities in the front office and scheduling department. The Service Manager focuses on key areas to create high quality matches, ensure key goals and metrics are met, and leads a team to provide the highest quality of service.Primary Responsibilities:
- Oversee and lead a team of Service Coordinators to ensure the highest quality of service is delivered.
- Manage and review ongoing scheduling activities to ensure Care Professionals and clients receive the best matching experience.
- Provide leadership and management to a team of Service Coordinators which affect operational efficiency and achievement of the operational goals and KPI's.
- Monitor analytics and pull reports within the software system to ensure scheduling targets are met regarding utilization.
- Manage outcomes of department activities and direct changes that will drive achievement of operational goals and KPI's.
- Ensure the Service Coordinators are meeting regularly with outside departments, which could affect other departmental outcomes.
- Develop and maintain positive and professional relationships with the Operations manager, key players, Care Professionals, clients, and family members.
- Oversee Office Coordinator and role specific duties.
- Oversee phone operating system.
- Identifying opportunities for process improvements and efficiency gains.
- Implementing initiatives to enhance customer services to Clients and Care Professionals.
- Implementing and enforcing office policy and procedures.
- Resolve Client and Care Professionals' complaints in a timely and professional manner.
- Identify process gaps and inefficiencies in service operations.
- Adhere to all company policies, procedures and business ethics codes and ensure that they are implemented and communicated to the team.
- Perform all other functions and responsibilities deemed necessary for the success of a Home Instead franchise office.Education/Experience Requirements:
- College degree or equivalent work experience
- A minimum of 4 years of related business experience or an equivalent combination of education and work experience may be considered
