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Job Details

Service Response Center Manager 1

Company name
Sodexo USA

Columbia, MD, United States

Employment Type

Hospitality, Food Services

Posted on
Jun 07, 2021

Valid Through
Sep 20, 2021

Apply for this job


Unit Description
Use your passion for service to create a positive impact and make a difference.  
Recent college graduates welcome!  Sodexo is seeking Service Response Center Manager to support the units of Medstar Health System, based out of the MedStar corporate location in Columbia, MD.  The call center manager will oversee a team of 12 employees supporting the 10 various hospital locations throughout the DC and Maryland area of Medstar. Hybrid schedules offered that support both in-person and virtual at home work hours.  Our call center is onsite and virtual with a requirement for staff to be physically present on location a few times per week with options for virtual work for alternating shifts (must meet a defined criteria for virtual work).  Combination of \hands-on\ shift coverage along with leadership responsibilities related to hiring, onboarding, training, creating schedules, staffing shifts, working with both frontline staff, and providing support and service to a 10 hospital system located in Maryland & Washington DC.  
The call center receives calls from the various locations throughout the day, where requests are troubleshooted and solved to support the day to day operations of those locations.  Strong consideration made for those with understanding of HealthTouch patient dining program or other dining program platforms.  The successful candidate will learn to navigate HealthTouch to support resolution of call center concerns and identify opportunities for improved patient experience. Looking for a leader with flexibility to cover a variety of shifts; great opportunity for a new leader looking to learn and grow.  
We can train you!  The successful candidate for this role could have a background in health & wellness, nutrition, customer service, marketing, and/or communications.  
Responsibilities/strengths include: 

Instilling a Hospitality Culture to Ensure an Excellent Patient Experience
Experience with Customer Service Training
Experience in hospitality
Best in Class Patient Satisfaction Scores 
Experience with payroll and scheduling staff
responsibility to meet key metrics
Experience with HealthTouch software functionality, data and analytical reporting
Ability to Recognize and Develop talented front-line staff 
Ability to multi-task and prioritize in a high-volume call center
Proficient with computers and other technology
Nutrition Education Background recommended (Registered Dietitian Preferred, but not necessary)
Have strong employee engagement and conflict resolution skills
Knowledge and/or experience with AYR kitchen processes

Learn more about Sodexo\u2019s Benefits 

Working for Sodexo:
Sodexo fosters a culture committed to the growth of individuals through continuous learning, mentoring and career growth opportunities.  Apply online today!

Position Summary
Manages response center services in a call center environment at an account by ensuring requests are dispatched and responded to in a timely manner.Key Duties-Manages operations and staff of the service response center by fulfilling contractual obligations.-Ensures requests are dispatched and responded to in a timely manner and that appropriate equipment and resources are available. -Identifies and sets-up new service providers, views and approves work orders, proposals, and invoices. -Runs financial and call volume reports.-Meet with client contacts to develop service improvements.
Qualifications & Requirements
Basic Education Requirement - Associate's Degree or equivalent experience       Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.,datePosted:2021-06-08T04:00:00.000Z,title:Service Response Center Manager 1,occupationalCategory:General Management,@context:,url:

Company info

Sodexo USA
Website :

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