- Company Name
- MERCATO DE L'EMPLOI
- Job Title
- RESPONSABLE D'AGENCE SUPPORT F/H
- Job Description
-
**Job Title**: Agency Support Manager
**Role Summary**: Provides direct, mobile support to Agency network in the East region to ensure operational continuity, stability, and performance during critical periods (transitions, absences, growth, external expansion). Operates across multiple agencies, acting as a central point for operational oversight, commercial engagement, and staff management.
**Expectations**: Deliver operational stability, maintain key performance indicators, facilitate commercial growth, recruit & manage on‑site staff, and ensure compliance with internal processes and regulatory obligations while independently prioritising urgent matters.
**Key Responsibilities**:
- Monitor and restore operational KPIs (activity, margin, quality, customer satisfaction).
- Conduct precise start‑to‑end audits and track action‑plan implementation.
- Enforce process adherence, tool usage, and regulatory compliance.
- Perform prospect visits, conduct interviews, present services, and close new business.
- Manage client relationships, monitor satisfaction, and build loyalty.
- Validate billing and associated administrative data.
- Recruit frontline personnel (AVS, AM, child‑care workers) according to local needs.
- Pilot schedules, contracts, variable elements, and daily operational management.
- Provide training, up‑skilling, and ongoing support to on‑site teams.
- Operate autonomously to manage priorities and urgent situations.
- Travel widely across the region and occasionally nationwide on short‑term assignments.
**Required Skills**:
- Commercial selling techniques and opportunity qualification.
- Strong prioritisation, multi‑tasking, and problem‑resolution abilities.
- Comprehensive understanding of field operations and stakeholder needs.
- Expertise in process management, quality assurance, and KPI tracking.
- Proficiency with required IT tools and Microsoft Office suite.
- Adaptability, calm under pressure, active listening, customer‑service orientation, commitment, and proactive engagement.
**Required Education & Certifications**:
- Minimum 2–3 years of post‑secondary education in Business, Management, Healthcare, or Personal Services (Bac+2/3).
- Prior managerial experience preferred.
- Familiarity with the human‑support sector; certifications in sales or operations management are an advantage.