3 hours

Service Response Center Manager 1

Herndon, VA
  • Job Code
Careers Center | Service Response Center Manager 1
  • Service Response Center Manager 1

    Location US-VA-HERNDON
    System ID
    General Management
    Relocation Type
    Employment Status
  • Unit Description

    Sodexo Corporate Services is looking for a Service Response Manager 1/Room Reservation Manager to join our team at Fannie Mae in Washington DC.  The Reservation manager will be responsible for managing room bookings and tickets for out multi-site client.  Manages two or more employees and is responsible for hiring, training, discipline and firing when necessary.   Other Duties include but not limited to:



    • Prepare, analyze call center data
    • Ability to Hire & Terminate
    • Monitor System Performance
    • View and approve work order tickets
    • Assist in monitoring agent telephone calls
    • Providing 2-2 coaching sessions quarterly with agents
    • Be a mentor to the staff
    • Training new hires, and continue training for existing team members
    • Forecasting call volume and email volume based on historical data, and realigning the center strategy based on volume and staffing
    • Daily review of work flow process
    • Agent engagement & retention
    • Maintain highly level of quality assurance by 98% or greater

    This position offers a traditional Business and Industry, predominantly Monday through Friday, schedule. Sound like the opportunity you've been searching for? today to grow with Sodexo, a world leader in Quality of Life Services! 

    Position Summary

    Manages response center services in a call center environment at an account by ensuring requests are dispatched and responded to in a timely manner.
    Key Duties
    -Manages operations and staff of the service response center by fulfilling contractual obligations.
    -Ensures requests are dispatched and responded to in a timely manner and that appropriate equipment and resources are available.
    -Identifies and sets-up new service providers, views and approves work orders, proposals, and invoices.
    -Runs financial and call volume reports.
    -Meet with client contacts to develop service improvements.

    Qualifications & Requirements

    Basic Education Requirement - Associate's Degree          

    Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.




    • Food Services

    About Us

    Sodexo touches the lives of 75 million consumers in 80 countries every day. In North America alone, we serve more than 15 million consumers at 9,000 client sites. Wherever we work, our dedication to making every day a better day for people and organizations comes from one goal —to positively improve Quality of Life.


    Sponsored by:
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    Sponsored by:
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    Herndon, VA

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