Sodexo is seeking a full-time Call Center Regional Operations Support Manager 2 (ROSI) to provide regional support at Sodexo hospitals for the Boston Area, focus on Boston Children's Hospital Waltham overseeing the Call Center with 9 employees. This position will last for up to 18 months and will provide an opportunity to train and highlight your skills working with multiple directors/general managers and reports directly to the Client Executive. While in this full-time role, you are encouraged to apply to permanent positions at any Sodexo location. Selected candidate must be able to travel as needed. * If traveling outside of your local geography the selected candidate may work 10 days on and 4 days off. This position is eligible for full-time benefits.

• Instilling a Hospitality Culture to Ensure an Excellent Patient Experience
• Experience with Customer Service Training
• Experience in hospitality
• Best in Class Patient Satisfaction Scores
• Experience with payroll and scheduling staff
• responsibility to meet key metrics
• Experience with Computrition software functionality, data and analytical reporting
• 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

• Navigates the client organization through effective communication while influencing and persuading at multiple levels. Seeks to collaborate for win-win outcomes.
• Provide effective communication for clients and customers to ensure excellent customer service.
• Effectively partners with client and Sodexo employees to drive successful outcomes.
• Complies with all client policies and procedures.

• Owns, drives, and measures operational excellence outcomes of Sodexo and client.
• Effectively deploys, embeds and ensures Sodexo standardized processes are in place.
• Creates a continuous quality improvement culture that drives operational efficiencies.
• Drives change and creates a culture where change is embraced and operationalized.
• Utilizes all operational processes to drive continuous improvement and celebrate successes.

• Utilizes tools within Sodexo Healthcare to drive and manage middle of the page (Labor Expense, Raw Materials) to deliver positive outcomes.
• Accountable for effective utilization of labor resources.
• Analyses data to engage in data driven decision making using data, logic, benchmarking, and leading practices in decision making to determine best solutions for the business.
• Effective risk management by ensuring consistent regulatory and legal compliance.
• Compliance with supply chain management requirements.
• Understands and effectively manages unit finances in the Sodexo budgets.
• Sets operational goals with key metrics and ensures quick analysis of variances to ensure a prompt resolution and mitigate adverse impact on our clients or our performance.
• Delivers predictable top and bottom-line results at the site, relentless focus on driving efficiency, and makes difficult decisions.
• Effectively delegates operational responsibilities to appropriate individuals / positions.
• Follows best practices in decision making to determine best solutions for the business.

• Ensures that individuals performing service-related tasks have the competence to do so without putting the health and safety of themselves or others at risk.
• Behaviors include: Working as a team for safety
• Communicating Effectively for Safety
• Managing Safety Risks
• Optimizing Human and Environmental Factors
• Recognizing, respond and reporting incidents
• Adherence to all operational safety practices and protocols
• Drives a safety culture throughout the team

• Ability to effectively manage aspects of Human Resources (ie. Leadership, People Management, Employee Relations, etc) to support individual and team development and drive operational outcomes.
• Creates a culture of continuous learning and development for self and those within the unit assigned.