25 days old

Service Response Center Manager 2

Olney, MD 20832
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Unit Description

Use your passion for service to create a positive impact and make a difference.  


Sodexo is seeking Service Response Center Manager to work on Day Shift to support the units of Medstar Health System, based out of Olney, MD.  The call center manager will oversee a team of 20 employees supporting the 10 various hospital locations throughout the DC and MD area of Medstar.  The call center receives calls from the various locations throughout the day, where requests are troubleshooted and solved to support the day to day operations of those locations.  Strong consideration made for those with understanding of HealthTouch patient dining program or other dining program platforms.  The successful candidate must be able to navigate HealthTouch to support resolution of call center concerns and identify opportunities for improved patient experience.


Responsibilities/strengths include:


  • Instilling a Hospitality Culture to Ensure an Excellent Patient Experience
  • Experience with Customer Service Training
  • Experience in hospitality
  • Best in Class Patient Satisfaction Scores 
  • Experience with payroll and scheduling staff
  • Experience with HealthTouch software functionality, data and analytical reporting
  • Ability to Recognize and Develop talented front-line staff 
  • Ability to multi-task and prioritize in a high-volume call center
  • Proficient with computers and other technology
  • Nutrition Education Background recommended (Registered Dietitian Preferred, but not necessary)
  • Have strong employee engagement and conflict resolution skills
  • Knowledge and/or experience with AYR kitchen processes


Learn more about Sodexos Benefits 



Working for Sodexo:

Sodexo fosters a culture committed to the growth of individuals through continuous learning, mentoring and career growth opportunities.  Apply online today!


Position Summary

Manages response center services in a call center environment at an account by ensuring requests are dispatched and responded to in a timely manner.Key Duties-Manages operations and staff of the service response center by fulfilling contractual obligations.-Ensures requests are dispatched and responded to in a timely manner and that appropriate equipment and resources are available. -Identifies and sets-up new service providers, views and approves work orders, proposals, and invoices. -Runs financial and call volume reports.-Meet with client contacts to develop service improvements.

Qualifications & Requirements

Basic Education Requirement - Associate's Degree or equivalent experience

Basic Management Experience - 2 years          

Basic Functional Experience - 2 years  work experience in facilities (e.g., maintenance, plant operations, engineering services, grounds, custodial/environmental, or transportation) or food (e.g., food services or operations, concessions, retail sales, store operations, or vending)

Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.

Posted: 2020-10-02 Expires: 2020-11-02
Sponsored by:
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Service Response Center Manager 2

Olney, MD 20832

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