Supervisor, Deployments

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:

• Lead and manage the Deployment team, including Team Leads and Specialists, ensuring efficient processing of high-volume service requests
• Drive continuous team development through structured coaching, quality monitoring, and performance management
• Manage job assignments and queue prioritization by urgency and age, while monitoring workload distribution to ensure consistent SLA compliance
• Analyze deployment data and generate reports to identify trends, capacity constraints, and opportunities for operational improvement
• Manage department policies and processes. Lead the implementation of process changes within the team to improve efficiencies, including updating SOPs, training staff, and monitoring adoption
• Track and analyze departmental KPIs to drive accountability, inform performance management actions, and ensure accurate administration of the bonus program
• Maintain proactive, transparent communication with team members, peers, and internal/external customers
• Represent the Deployment team in cross-functional initiatives and serve as a liaison between operations, network management, and the Contact Center

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:

• 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

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 employee's 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.