Call Center Manager - Healthcare Job at Aramark, Boston, MA

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  • Aramark
  • Boston, MA

Job Description

Job Description

Aramark Healthcare+ is seeking a Call Center Manager at Boston Children's Service Response Center in Waltham, MA.

The Call Center Manager is responsible for Interfaces between the facilities department and the client organization provides customer service and supervises and provides technical direction to service response staff in the Facility Service Department. Accounts vary in size but are generally limited to a single unit with multiple locations, ranging $1M to -$3M in revenue.

Job Responsibilities

• Develop and be accountable for a safe culture that fosters a work environment where no one gets hurt.
• Receives, reviews, and approves work requests to be entered into the computer work management system; provides a first-level assessment of work requests and routes appropriately.
• Hires, trains, directs, and develops Service Response associates.
• Communicates with clients and other departments.
• Work with front line management to prepare and communicate estimates of time and materials required to accomplish jobs.
• Ensure that continuous and closed loop communications take place with all requestors.
• Coordinates with all supervisors and keeps Facilities Manager informed of work plans and status of ongoing work.
• Communicate backlog reports regularly to the Facility Manager and share feedback coming from the client and customers.
• Operates and maintains a complete computerized database of all work requirements and inputs data, produces reports and schedules.
• Collaborates with multiple departments in setting up, tracking, and reporting Key Performance Indicators and provides graphs and charts from CMMS for Monthly Joint Report (MJR), Quarterly Joint Report (QJR), and Annual Reports.
• Promotes a good working relationship with facilities staff and client organization.
• Attend company related training programs, as identified.

At Aramark, developing new skills and doing what it takes to get the job done make a positive impact for our employees and for our customers. In order to meet our commitments, job duties may change or new ones may be assigned without formal notice.

Qualifications

Experience in a hospital call center environment preferred 

  • EPIC experience preferred 
  • Microsoft Office Suite proficiency required 
  • Bachelor’s Degree in appropriate field with 2-3 years of technical experience in the appropriate facility services environment required.
  • Experience directing skilled, semi-skilled and non-skilled personnel in a union and/or non-union environment is required.
  • Strong computer literacy with strengths in financial analysis, report preparation and interpretation skills are crucial.

#FS-300

About Aramark

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 or connect with us on  Facebook ,  Instagram and  Twitter .

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