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 699994 - Service Response Center Manager 1 - Columbia, Maryland, United States

Job information
Posted by: Sodexo Inc. 
Hiring entity type: Food Service and Restaurant 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: US$1000 - 70000
Benefits: See below
Relocation: Not specified 
Position functions: Hospitality/Tourism
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 699994 / Latpro-3807769 
Date posted: Jul-20-2021
State, Zip: Maryland, 21044


System ID 699994
Category General Management
Relocation Type No
Employment Status Full-Time

Unit Description

Use your passion for service to create a positive impact and make a difference.

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's 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.


See Job Description


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