CALL CENTER OPS MANAGER

Compass Group USA Inc•Phoenix, AZ

50d

About The Position

Morrison Healthcare is a leading national food and nutrition services company exclusively dedicated to serving more than 600 hospitals and healthcare systems. Morrison's hospital kitchens, restaurants, and cafés feature socially responsible practices and exceptional guest experiences. The company's comprehensive Mindful Choices wellness and sustainability platform includes the latest in healthful eating and an understanding of behavioral change in food consumption. Morrison's alignment with Partnership for a Healthier America's (PHA) Hospital Healthy Food Initiative positively impacts up to 41 million patients and 500 million hospital meals annually. Morrison has been named one of Modern Healthcare's "Top 100 Best Places to Work in Healthcare" for the past five years, and Training Magazine's Top 125 organizations for the past six consecutive years. The company is a division of Compass Group and has more than 1,200 registered dietitians, 300 executive chefs, and 17,000 professional food service team members. Job Summary As an Operations Manager Call Center (At Mayo Clinic), you will assist in the successful operation of Food & Nutrition Services. You will be responsible for the call center relative to patient food services related activities. The Operations Manager position reports to the Lead Call Center Manager This position will have direct reports (supervisors and call center agents) Previous call center management experience not required

Requirements

Strong leadership, management, customer service, team building and coaching skills
Ability to motivate and influence people
Excellent communication (written and verbal), strong interpersonal skills
Proficient in MS Office
Positive and patient

Responsibilities

Supervise the patient food services call center, while maintaining excellent relationships with patients and the client, as well as other departments within the hospital
Evaluate agent performance with key metrics
Hire, coach and provide training to personnel to maintain high customer service standards and complete annual competencies for staff
Promote the professional growth and development of their team
Regulate staffing in accordance with fluctuating workload
Identify operational deficiencies and implement plans for improvement
Support continuous improvement to achieve client and employee satisfaction; identify and recommend improvements in processes and procedures
Other job duties as assigned