Customer Service Operations Supervisor

2 weeks ago


Cleveland, Ohio, United States Aramark Full time

Job Overview

Aramark Healthcare+ is in search of a Customer Service Operations Supervisor to manage the call center for patient dining services. This position is based in Northeast Ohio and is not available for remote work.

Key Responsibilities

+ Recruit, train, and mentor Customer Service Representatives.

+ Liaise with clients and collaborate with various departments.

+ Inspire and motivate team members to deliver exceptional customer service.

+ Track the performance of customer service representatives, producing and sharing reports with the team and management.

+ Evaluate service calls to assess employee conduct, accuracy, and adherence to protocols, providing timely coaching as needed.

+ Conduct weekly team meetings to discuss performance metrics, updates, and team-building activities.

+ Address inquiries and propose suitable solutions for customer and employee concerns.

+ Manage and enhance the call distribution system.

+ Prepare staff schedules and adjust as necessary based on demand and events.

+ Anticipate call volumes and staffing needs, responding proactively.

+ Establish work procedures, facilitate daily communications, and ensure efficient workflow.

+ Continuously analyze and refine processes to boost efficiency for both staff and customers.

+ Develop and implement a callback system to improve customer service.

+ Monitor operational and capital expenditures, striving to minimize budget variances.

+ Perform additional related duties as required.

At Aramark, we prioritize skill development and commitment to excellence, positively impacting our employees and customers. Job responsibilities may evolve or new tasks may be assigned as necessary.

Qualifications

Experience in a healthcare call center setting is preferred.

+ Familiarity with EPIC and CBORD systems is advantageous.

+ Proficiency in Microsoft Office Suite is essential.

+ 2-3 years of relevant experience is required.

+ Proven track record in team management is necessary.

+ Strong computer skills, particularly in financial analysis and report generation, are critical.

About Aramark

Our Mission

We are dedicated to serving our communities and partners, striving to make a positive impact on our planet. At Aramark, we believe in equal employment opportunities for all employees, ensuring a diverse and inclusive workplace.

Our team proudly serves millions of guests daily across 15 countries, focusing on personal and professional growth. We aim to help you achieve your full potential in your career.



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