Service Response Center Manager 2

As a Service Response Center Manager 2 at Sodexo, your primary responsibilities include leading a high-volume call center, managing a dedicated team, ensuring exceptional customer service, auditing calls for quality assurance, and providing ongoing training. Your leadership will directly impact the satisfaction of approximately 800 patients served at University of Cincinnati Health.

To qualify for the Service Response Center Manager 2 role at Sodexo, you should have prior call center experience, excellent verbal and written communication skills, and knowledge of food nutrition. An Associate's Degree or equivalent experience and a minimum of 2 years in a managerial role are also required.

Sodexo emphasizes career growth for Service Response Center Managers through a comprehensive training program, tuition reimbursement, and mentoring opportunities. The environment fosters development, allowing you to enhance your skills while contributing to a team dedicated to improving lives.

The Service Response Center Manager 2 at Sodexo typically works shifts ranging from 6:30 am to 7:30 pm, with some weekend coverage. This flexibility ensures the call center runs smoothly and meets the needs of patients at University of Cincinnati Health.

Sodexo offers a comprehensive benefits package for the Service Response Center Manager 2 position. This may include medical, dental, and vision care, a 401(k) with matching contributions, paid time off, company holidays, and career growth opportunities to further enhance your professional journey.

To effectively manage a busy call center, it's crucial to prioritize tasks, keep open lines of communication with your team, and utilize data analytics to identify peak times for calls. Fostering a supportive environment where team members feel empowered to share their insights can also lead to improved workflows.

Ensuring high levels of customer service starts with comprehensive training for your team. Regularly auditing calls and providing constructive feedback can help maintain service quality. Encouraging open communication and recognizing outstanding performance also motivates team members to provide exceptional customer experiences.

Training new employees in a call center requires a mix of hands-on experience and learning. I utilize role-playing scenarios to simulate real calls and pair new employees with experienced mentors to provide guidance. Regular check-ins during the training period also ensure they feel supported and engaged.

Managing team performance in a high-pressure environment involves setting clear expectations, offering continuous feedback, and being available to address concerns. Creating a culture where team members support one another and share best practices can also help alleviate stress and enhance performance.

My approach to quality assurance includes regularly auditing calls for compliance, analyzing customer feedback, and identifying trends. Sharing findings with the team allows for collective learning and drives improvements, ultimately enhancing the customer experience.

Addressing conflict within a call center team involves active listening to understand the different perspectives involved. I promote open discussions to resolve misunderstandings and encourage team members to collaborate on finding solutions to maintain harmony in the workplace.

Technology plays a crucial role in call center efficiency by optimizing workflow. Using call management systems and data analytics helps identify bottlenecks, track performance metrics, and predict call volume trends, allowing us to allocate resources more effectively.

In a fast-paced call center environment, prioritizing tasks comes down to assessing urgency and importance. I often utilize a matrix to categorize tasks and set daily goals with my team, ensuring we're focused on what will have the most significant impact on service delivery.

Essential qualities for a Service Response Center Manager include strong leadership skills, excellent communication abilities, empathy, and the capacity to handle stress. A successful manager must also possess organizational skills to effectively balance multiple responsibilities and ensure a high standard of service.