Job Description

The Contact Center Manager is responsible for leading the Contact Center team that provides national support for all customer orders and service inquiries. As a partner to the field operations leadership team, the CCD is accountable for ensuring continuous improvement initiatives to drive both internal and external customer satisfaction is identified and addressed in collaboration with field leaders.

Job Responsibilities

Hiring, on-boarding and performance management of the Contact Center team.

Coaches and mentors assigned staff regarding employee issues, customer service processes and techniques, and strategies to assess overall customer needs leading to increased revenue. Provides training or resources as appropriate.

Oversees and analyzes the annual Contact Center budget in collaboration with the Financial Shared Service leadership team on an ongoing basis to ensure accurate monthly projections and monthly close processes. Evaluation of processes and procedures to gain efficiencies and cost savings by driving continuous improvement; utilizing standardization, simplification and automation when possible. Development of strategic initiatives to sustain and increase revenue growth year over year.

Responsible for the attainment of key performance indicators measuring customer experience when engaging with the Contact Center.

Proposes new tools, incentives, procedures, etc. to better meet internal and external client needs.

Effectively facilitate operating alignment and resolution of issues in the field through a matrixed organization. Maintains market awareness, ensuring marketing trends and insights are utilized throughout the Sales Center to drive growth.

Position works closely with senior managers across all functional areas including Operational Excellence, Finance, Compliance and IT to optimize company growth and profitability.

Qualifications

Four years or more of successful Service Management/Customer Service experience with the management of customer service teams

Experience in program development, implementation of operational change and strategic analysis

Track record of working effectively with team members and influencing all levels of a complex organization Demonstrated ability to work within a matrix organization including field operations, regional staff, and line of business support functions

Experience sourcing and implementing new tools and technologies

Strong leader that can define and manage future direction of department and business processes

Strong communication skills combined with a commitment and proven ability to succeed within a fast-paced sales organization

#FS-200

Education

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 and facilities in 15 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 .