Customer Service Operations Manager

1 month ago


Cleveland, Ohio, United States Aramark Full time

Job Summary

Aramark Healthcare+ is seeking a Call Center Manager to oversee the Food Service department call center operations for patient dining at Cleveland Clinic supporting regional hospitals in Northeast Ohio.

Key Responsibilities

  • Hire, train, direct, and develop Customer Service Representatives.
  • Communicate with clients and other departments.
  • Empower, lead, and motivate employees to provide excellent customer service experience.
  • Monitor productivity of customer service representatives and generate reports.
  • Conduct weekly group employee meetings to share scores, update on changes, and build a stronger team.
  • Answer questions and recommend resolutions to address customer or employee issues.
  • Oversee the call distribution system and optimize workflow.
  • Forecast volumes of calls and manpower requirements.
  • Minimize cost variances from established budgets.

Requirements

  • 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.

About Aramark

Aramark is a global leader in food and facilities management. We strive to do great things for each other, our partners, our communities, and our planet.


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