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Sodexo is seeking a Call Center Manager to support the Telecommunicators/Operators team at UNC Medical Center in Chapel Hill, NC. The call center manager will oversee a team of 20 telecom associates supporting the entire campus of UNC Medical Center in a dispatch environment. We are looking for a leader with flexibility to cover a variety of shifts; a great opportunity for a new leader looking to learn and grow. The role will primarily be Day Shift, but flexibility is key. This will also support weekend coverage every fifth weekend.
The successful candidate for this role could have a background in health & wellness, call center, customer service, marketing, and/or communications. Our call center is on-site and this role will support a combination of "hands-on" shift coverage along with leadership responsibilities related to hiring, onboarding, training, creating schedules, staffing shifts, working with both frontline staff, and providing support and service to this hospital system. The successful candidate will need to be flexible to manage a variety of shifts including day, evening, and mid-shift opportunities as the business needs dictate. This is a 24/7 operation at this fast paced facility.
The call center receives calls from the public throughout the day, where requests and general inquiries are answered and forwarded as necessary. The Telecommunications team also takes internal emergency code calls and dispatches to appropriate response teams. UNC Medical Center is a level-1 trauma and teaching hospital in Chapel Hill, NC. The Med Telecom team is a call center that is responsible for answering all emergency code calls and dispatching to the appropriate response teams. They also answer incoming calls for the hospital's main line and transfer to the appropriate patient rooms, clinics, etc., and/or page the appropriate physicians.
Responsibilities/strengths include:
-Experience with Customer Service Training
-Experience in hospitality
-Experience with payroll and scheduling staff
-Responsibility to meet key metrics
-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
-Have strong employee engagement and conflict resolution skills
-Knowledge and/or experience with call center management.
Benefits:
Sodexo offers a full array of benefits including paid time off, holidays, medical, dental, vision, 401K and access to ongoing training and development programs, tuition reimbursement, plus health and wellness programs. Apply online today!
What We Offer
Sodexo offers fair and equitable compensation, partially determined by a candidate's education level or years of relevant experience. While the budgeted range for the position is posted, Sodexo salary offers are based on a candidate's specific criteria, like experience, skills, education and training.
Qualifications & RequirementsBasic Education Requirement - Bachelor's Degree or equivalent experience
Basic Management Experience - 3 years
Basic Functional Experience - 3 years work experience in functional areas such as call center technology, computer applications, process improvement, or related areasSodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.
Employment Type: FULL_TIME
