Call Center Manager

Job Description

The Call Center Manager is responsible for managing a customer service call center and the Information Desk at Albany Medical Center, a 750 bed facility located in Albany, NY. The call center fields calls from Facilities maintenance, EVS, parking, and other non-clinical miscellaneous calls. The Information Desk fields internal and external calls from visitors, patients, media, and other general inquiries. This person ensures that the Call Center Team does its best to meet customer needs by giving helpful information, making recommendations on how to resolve customer requests and needs, taking work orders and providing direction for unified services, troubleshooting problems, answering complaints, and maintaining standards.

Job Responsibilities

• Collaborate with Aramark management team to maintain & elevate customer service, including developing processes, hiring and training talent, advertising services and building relationships with the leadership team.
• Works with the management team to ensure the Call Center operation and Information Desk is staffed appropriately to meet all performance requirements
• Develops and leads a team of customer service operations staff members, including Customer Service Representatives.
• Develops performance goals and objectives for the Call Center and monitors the achievement of those goals; ensure they abide by Aramark and client policies and procedures.
• Customer Service/Communication Skills: talk, listen and help resolve conflicts with customers, must listen effectively to find the root cause of issues, communicate clearly and in a friendly way to solve the issue and keep the customer happy
• Display a calm demeanor when helping customers to resolve issues
• Ability to solve customer issues, sometimes without seeing the actual problem first hand
• Work with multiple departments in setting up, tracking, and reporting Key Performance Indicators; provide feedback from the customer service experience to the management team and create goals to continuously improve operations.
• Participates in pulling customer metrics, with potential involvement in presenting metrics to customers.
• Monitors system performance, identifies and resolves issues, and provides overall quality and process improvements.
• Maintains professional and technical knowledge by tracking trends in call center operations and suggesting and implementing improvements.

Qualifications

• Bachelor's Degree in business or related field is required. Or relevant work experience.
• 2 to 5 years of customer service experience in a call center environment and at least 3 years of experience managing a team of employees.
• Must have strong communication skills (verbal & written), excellent problem solving, people management and process management.
• Ability to interact with client management and establish/maintain effective performance-based client and customer relations.
• Must be customer focused and able to work in a fast-paced and team environment.
• Strong computer skills with strengths in financial analysis, report preparation and interpretation skills are necessary.
• Note: This client location requires working on site to be fully vaccinated against COVID-19 before start date.

Education

About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food, facilities, and uniform services in 19 countries around the world. Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet. We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential. Learn more about working here at http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.