Contact Center Manager

This position is located onsite in Skokie, IL. 

Aramark Healthcare+ is seeking a Contact Center Manager to join our team to oversee four hospitals Contact Center needs. This position is a hybrid position, remote and onsite at the business center in Skokie, IL. The Contact Center Manager continually identifies opportunities to improve customer service experience by focusing on speed-to-answer, wrap time, accuracy, representative friendliness, articulation, competency and other metrics.  Manages, supervises and coordinates resources and activities of employees providing telephone customer relations services by performing various duties.

• Actively empowers, leads and motivates employees to provide excellent customer service experience.
• Manages the subordinates and is responsible for over all direction, coordination, planning, assigning and directing work.
• Maintains harmony among workers and resolves grievances in timely, effective and sensitive manner.
• Assertively communicates to the clients on ways to improve common experience
• Without delay, provide coaching as it becomes evident that employee is not being productive, either knowingly or unknowingly
• Sets expectations for the staff behavior and conduct, monitors and enforces in fair, timely and balanced way.
• Actively builds and maintains communications bridges with internal and external customer leadership by proactively calling for follow-up review, rounding and by attending department meetings.
• Readily accepts responsibility for new service lines and strategically prepares for a smooth transition.
• Oversees, maintains and optimizes call distribution system by configuring the Epro to distribute calls in a customer-centric way.
• Reviews Epro reports to monitor the length of time customers remain on hold and provide corrective solutions to optimize and improve customer experience.  Train the CSR's to take charge of conversation.
• Oversees preparation of schedule and makes necessary changes in staffing based on the day of week and time of the way and other anticipated events.
• Forecasts volumes of calls and manpower requirements and acts accordingly.
• Compiles work volume statistics and distributes to front line staff, Director, VP and internal departments (POM, EVS)
• Continually develops an easy to understand computerized scoring system within Epro.
• Determines work procedures, expedites daily communications with staff and customers and insures optimized workflow.
• Continuously studies and standardizes procedures to improve efficiency of subordinates and even of internal and external customers.
• Listens to at least 5 recordings per Agent per week, scores and gives feedback to each employee that same week
• Implements and streamlines the system of call-backs to enhance customer service experience.
• Assures the accuracy of the recorded IVR menus, and is in charge of communicating any required changes to Telecom Department
• Monitors via reports times when performance/service level was below 85% within standard on hourly basis, investigating the cause and aggressively pursuing resolution
• Actively learns Epro and DataView capabilities through experimentation and manual reading.
• Monitors operating and capital costs and minimizes cost variances from the established budgets
• Adheres to NorthShore, ARAMARK policies and fully supports ARAMARK initiatives such as Safety Works, AIDET and I-Impact.
• In coordination with HR department, leads recruitment and disciplinary efforts, maintains up-to-date employee files.
• Prepares or supervises preparation of payroll using E-time or equivalent package.
• Performs all other related duties, as necessary.

• Equivalent combination of education and experience (min4 years in contact management role)
• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, governmental regulations, diagrams, spreadsheets and reports. 
• Ability to write reports, business correspondence, and procedure manuals, create spreadsheets and PowerPoint presentations.
• Ability to effectively present information and respond to questions from groups of managers, internal and external customers.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Build and evaluate financial statements and budgets.
• Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis is desired but not required.

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.