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Customer Desk Manager (ZZAU) – Refreshments

Aramark Corp.

This is a Full-time position in Lexington, KY posted April 29, 2022.

Overview

Aramark (NYSE: ARMK) proudly serves the world’s leading educational institutions, Fortune 500 companies, world champion sports teams, prominent healthcare providers, iconic destinations and cultural attractions, and numerous municipalities in 19 countries around the world.

Our 280,000 team members deliver innovative experiences and services in food, facilities management and uniforms to millions of people every day.

We strive to create a better world by making a positive impact on people and the planet, including commitments to engage our employees; empower healthy consumers; build local communities; source ethically, inclusively and responsibly; operate efficiently; and reduce waste.

Aramark is recognized as a Best Place to Work by the Human Rights Campaign (LGBTQ), DiversityInc, Black Enterprise and the Disability Equality Index.

Learn more at www.aramark.com or connect with us on Facebook and Twitter.

Description

Summary: The Customer Desk Manager oversees associates in support of ensuring proper account setup and maintenance of customer records.

This role will ensure established KPIs are being met and reported to leadership.

Key Responsibilities:

Direct, guide, coach, and mentor a team of approximately 10 agents to achieve individual and corporate goals

Manage daily activities that impact targeted service levels which include, but are not limited to, monitoring adherence to schedule, average handle times, and other key performance indicators

All hiring activities and training of new employees

Monitor phone and email activity using various contact center applications and tools.

Conduct weekly one-on-one coaching sessions with agents to review overall performance and ensure success in achieving key performance metrics

Act as a Subject Matter Expert (SME) and act as a final point of escalation for issues between shared service desk and market center employees

Create goals to encourage the timely progression of performance management guidelines.

Recognize and reward successful performance.

Identify and correct areas of substandard work performance through the coaching and progressive discipline process, when necessary

KNOWLEDGE/SKILLS & ABILITIES:

MS Office Experience with proficiency in Excel required.

Experience in Salesforce application preferable

Excellent verbal and written communication skills with the ability to interact in a patient, courteous, clear and comprehensive manner

Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with a high attention to detail;

Can learn quickly and adapt to change in a fast-paced, high performance driven culture

Demonstrate a professional and polished demeanor with a positive, upbeat, and friendly personality

Demonstrated personal drive and sense of urgency, results-oriented

Strong understanding of interdepartmental relationships in order to collaborate across the organization

Qualifications

EDUCATION:

Bachelors’ Degree or equivalent experience.

EXPERIENCE:

Two years of supervisory experience supporting a team of 10+ agents in a contact center preferred