Job Description

Aramark Healthcare+ is searching for a Call Center Manager for a multi-hospital Patient Food Service Department with high volume patient feeding. The Call Center Manager will be responsible for a centralized room service call center receiving patient meal orders from a multiple hospital health system. Manages patient nutrition care meal ordering and related patient food service activity.  Hold's joint accountability with the Patient Services Manager for patient food service satisfaction, and patient satisfaction reporting in ensuring high standards in patient care. Identifies opportunities to improve call center customer service experience by focusing on speed-to-answer, wrap time, accuracy, Customer Service Representative friendliness, articulation, competency, and other metrics in a hospital system patient services center.  Manages, supervises and coordinates resources and activities of direct hourly food service and dietary employees providing customer relations services by performing the duties defined herein in a patient services food service workplace. 

Job Responsibilities

•             Oversees, maintains and optimizes call distribution system by configuring the Call Center System to distribute calls in a customer-centric way.
•             Reviews Call Center System reports to monitor the length of time customers remain on hold and provide corrective solutions to optimize and improve customer experience.  Train the CSR’s to take charge of conversation.
•             Oversees preparation of schedule and makes necessary changes in staffing based on the day of week and time of the way and other anticipated events.
•             Forecasts volumes of calls and manpower requirements and acts accordingly.
•             Compiles work volume statistics and distributes to front line staff, Director, VPO
•             Continually develops an easy to understand computerized scoring system within Call Center System.
•             Determines work procedures, expedites daily communications with staff and customers and insures optimized workflow.
•             Continuously studies and standardizes procedures to improve efficiency of subordinates and even of internal and external customers.
•             Listens to at least 5 recordings per Agent per week, scores and gives feedback to each employee that same week
•             Implements and streamlines the system of call-backs to enhance customer service experience.
•             Assures the accuracy of the recorded IVR menus, and is in charge of communicating any required changes to Telecom Department
•             Monitors via reports times when performance/service level was below 85% within standard on hourly basis, investigating the cause and aggressively pursuing resolution
•             Takes personal ownership of any customer complaint, escalates service recovery process and personally sees that problem has been resolved.  Assures that lessons are learned and that measures to prevent similar occurrences are initiated at once.
•             Rounds on most frequent callers (top 20%) and department heads – in all hospitals – at least once per month.  Enters rounding outcome into I-Impact rounding log.
•             Answers questions and recommends appropriate resolutions to address external or internal customer or employee issues

Qualifications

•             Position requires a Bachelor's degree plus 2 years of patient food services management experience, or equivalent of Associate's degree plus 4 years of patient food services management experience.
•             Preferring experience in a hospital room service call center/diet office.
•             Preferring 2 years of experience in a Call Center Manager role for a contract food service company, ideally in healthcare to include diet office management.
•             Experience with diet office software systems highly preferred such as CBORD.
•             Ability to write reports, business correspondence, and procedure manuals, create spreadsheets and PowerPoint presentations.
•             Ability to effectively present information and respond to questions from groups of managers, internal and external customers.
•             Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
•             Ability to work independently and exercises good judgement
•             NOTE: This client location requires all individuals working on site to be fully vaccinated against COVID-19 before start date.  

#FS-300

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