The Branch Manager's primary responsibilities are to sustain service quality at or above company and client standards. Open posts, overtime, service quality and client relations are the key performance indicators for this position.
Responsible for assisting the scheduling function to include; scheduling, roll call, replacements and fill-ins for the assigned divisions.
Ensure all officers use the mobile check-in application for time and attendance recording.
Maintain standards relative to overtime performance though effective scheduling and supporting Recruitment.
Maintain staffing levels to standard through effective communication and collaboration with Recruitment.
Assess staffing by-client to confirm officer assignments are appropriate to the client.
Maintain attendance standards by ensuring corrective measures are undertaken for lateness, excessive call-outs and no call/no show.
Maintain open post standards by eliminating substandard officers and collaborating with Corporate Operations Manager to develop a stand-by regimen. Proactively modify the stand-by regimen to accommodate holidays, weather conditions, call-out trends and other circumstances causing officers to fail to report to their posts.
Support market in scheduling new hires appropriate to client standards and immediately upon completion of training. Follow-up to ensure new hires are fully integrated into the schedule in subsequent weeks.
Sustain standards for turnover. Assess officer quality for succession purposes enabling appropriate assignment of high performers with increased compensation. Accurately report temporary increases and hours to Payroll to ensure the accuracy of officers’ wages. Immediate response to payroll discrepancies filed by officers.
Work closely with Human Resources on all associate counseling and disciplinary issues. Ensure timely investigations of misconduct in cooperation with Human Resources.
Coordinate the following with Corporate Operations Manager: visit schedules, field recruiting, client contact, coaching and retraining of officers and conducting follow-up for corrective measures and client requests.
Establish frequent client visits, quality standards of conduct and required follow-up utilizing the Track Tik application.
Ensure an urgent response to client concerns and all substandard conditions noted during site visits with appropriate follow-up and communication with the client and supervisor.
Assist Human Resources in enforcing compliance to all retraining and other licensing requirements.
Any additional tasks deemed necessary by Senior Management.
Bachelor's degree / CPP.
Three-five years relevant and/or related experience.
This Manager will have a great customer service style.
The Manager must be able to can deal with clients on a regular basis.