Service Response Center Manager 1

Company Name:
Sodexo Operations LLC
COME JOIN US IN TOLEDO, OHIO
Sodexo is seeking a Service Response Center Manager for ProMedica Toledo Hospital. This role will oversee the Service Response Center and Centralized Patient Calls for nine nine hospitals. The candidate is expected to build customer loyalty and brand recognition by providing excellent customer service through the coaching and development of 35-40 call center agents. Responsibilities include coaching for improvement, monitoring and managing performance. Models attributes such as valuing diversity, communicating openly and frequently, demonstrating integrity, and change management.
ProMedica's Mission is to improve your health and well-being and at ProMedica Toledo Hospital they have committed to work toward that goal for more than 130 years. In fact ProMedica is one of the largest acute-care facilities in the region with 794-beds and more than 4,800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan.
In addition, for 15 consecutive years, residents of Greater Toledo have named ProMedica the Consumer Choice Award winner in our market. In fact, this is the only hospital in northwest Ohio to receive this honor.
Qualifications & Requirements :
The ideal candidate must posses the following Skills:
1 year Supervisory and demonstrated team leadership experience.
Call center and/or service related experience.
Proficiency in office software required, MS Word/Excel.
Outstanding Customer Service
Exceptional Verbal and Written Communication
Proven Problem Solving
Strong computer software
Database management experience
Ability to prioritize
RESPONSIBILITIES: Directly supervises a team of call center agents in a healthcare service environment. Provides and documents performance feedback through side-by-side coaching, performance reviews and goal setting, quality monitoring, and deficiency management. Supports and communicates business goals, quality standards, processes and procedures, and policies. Administers motivational programs that include incentives, contests, and team performance programs. Participates in the interviewing process and makes hiring recommendations. Appropriately addresses human resources issues, such as attendance and interpersonal conflicts in the workplace; consults Department Director and/or HR for guidance as needed. May handle escalated customer issues.
This is a first shift position and the Service Response Center Manager may be required to participate in a rotational on call schedule involving rotating weekends and holidays. This is a 24 hour operation and requires on call services when needed.
It is the policy of ProMedica Toledo Hospital that employees are prohibited from using any nicotine containing products. The successful applicant will be required to submit to drug and nicotine tests .
Manages a Service Response Center by ensuring requests are dispatched and responded to in a timely manner. Ensures systems and standards integrity in all automated systems. May manage service response staff.
Basic Education Requirement - High School Diploma or GED
Basic Management Experience - 1 year
Basic Functional Experience - 1 year 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 will require a background check and may require a drug screen for this position.
Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer
Date: 2014-06-09
Country: US
State: OH
City: TOLEDO
Postal Code: 43606
Category: General Management
Job Type: Full-Time
35dash40
welldashbeing
acutedashcare
794dashbeds
27dashcounty
sidedashby
2014dash06
FulldashTime
andslashor
WordslashExcel
andslashor
custodialslashenvironmental
EEOslashAA
MinorityslashFemale
DisabilityslashVeteran
Service Response Center Manager 1

Don't Be Fooled

The fraudster will send a check to the victim who has accepted a job. The check can be for multiple reasons such as signing bonus, supplies, etc. The victim will be instructed to deposit the check and use the money for any of these reasons and then instructed to send the remaining funds to the fraudster. The check will bounce and the victim is left responsible.

More Jobs

Partial Remote Engineering Design Field Servic...
Columbus, OH VirtualVocations.com
Senior Acceleration Manager Biologics & Cell...
Cincinnati, OH Cincinnati Children's Hospital Medical Center
Senior Acceleration Manager - Digital Health &...
Cincinnati, OH Cincinnati Children's Hospital Medical Center
Call Center Representative, Absence Management
Columbus, OH Randstad
Sr. Manager Product/Solutions Marketing, Consu...
Dublin, OH Cardinal Health
Mental Health Specialist - 0.5 fte, Evenings (...
Cincinnati, OH Cincinnati Children's Hospital Medical Center