Job Description

Aramark Healthcare+ is seeking a Call Center Manager at Cleveland Clinic supporting the regional hospitals in Northeast Ohio. Please note this is not a remote position and will need to sit at one of our locations in Northeast Ohio. 

The Call Center Manager is responsible for overseeing the Food Service department call center operations for patient dining.

Job Responsibilities

• Hires, trains, directs, and develops Customer Service Representatives.
• Communicates with clients and other departments.
• Actively empowers, leads and motivates employees to provide excellent customer service experience.
• Monitors productivity of customer service representatives, generates and distributes reports to all staff and Director.
• Monitors service calls to observe employee demeanor, technical accuracy, and conformity to internal procedures and provides coaching without delay in a balance and fair way towards all employees.
• Conducts weekly group employee meetings sharing the scores, updating on changes, giving encouragement, and building stronger team.
• Answers questions and recommends appropriate resolutions to address external or internal customer or employee issues.
• Oversees, maintains, and optimizes call distribution system.
• 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.
• 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.
• Implements and streamlines the system of call-backs to enhance customer service experience.
• Monitors operating and capital costs and minimizes cost variances from the established budgets.
• Performs all other related duties, as necessary.

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Qualifications

Experience in a hospital call center environment preferred. 

• EPIC and CBORD experience preferred. 
• Microsoft Office Suite proficiency required. 
• 2-3 years of appropriate field experience.
• Experience and proven success record of managing a team.
• Strong computer literacy with strengths in financial analysis, report preparation and interpretation skills are crucial.

#FS-200

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