Contact Center Manager

Job Description

To document and dispatch on-demand work and service requests received through My Facilities, Maximo and other control systems to initiate work orders with swift efficiency. The WCM’s primary role to ensure that user service requests are responded to with the appropriate level of urgency and then clearly communicate with customers the status of their work requests, seeking mutual consent of delivery times.
Collaborates with ARAMARK’s site operational staff to validate requirements, set priorities, adapt schedules and align resources. The WCM helps balance demand work with priorities for scheduled maintenance, critical facilities, operating systems and capital and maintenance projects.
The WCM works closely with Schedulers in planning and scheduling work and direct.

Job Responsibilities

Know and uphold ARAMARK’s policies, procedures and Service Agreement with GM-WTC to allow customers and tenants to focus on their core business. Take ownership of campus wide facilities, infrastructure and grounds, and drive continuous improvement initiatives to enhance facility performance, operating effectiveness and cost efficiency.
 Direct Work Control Clerks to monitor data integrity, work request/work order accuracy, user proficiency, the development and use of reporting functions of IWMS/CMMS. Manage the Customer Satisfaction Survey process. Review performance and customer feedback with LFMR’s for potential process and operational improvements.
 Audit and review work order processing from initial customer request to WCC work orders to completed work histories to create opportunities to improve data integrity, user proficiency, work instructions, work planning and reporting.
 Ensure seamless coordination among the facility supervisors, schedulers, work control teams and customers.
 Establish lines of communication at all levels between work requestor (customer) and work performer to expedite work requests (receive, capture, assign, perform, complete and close) in a timely manner. Coordinate and document escalations from requests to repairs, to improvements, to projects.
 Support Sr. Operations Managers and Critical Environments Manager in developing, implementing, and improving scheduled maintenance by applying Quality Network Planned Maintenance (QNPM) processes. Ensure that Maximo is a pipeline, not a bottleneck, to operational reliability and extended asset life.
 Monitor status and completion rates and work-order ageing. Support operations in resolving open items, reassignment or escalation and ensure customers are informed of outcomes and roadblocks. Ensure that the scheduling of urgent work does not impair operational reliability through unintended consequences.
 Define customer expectations and operating standards for site services (mail, office supplies, copiers, etc.), oversee contractors and staff, and track reliability, accuracy and customer satisfaction to ensure compliance with contract requirements and initiate process and service improvements.

Qualifications

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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, 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 http://www.aramarkcareers.com or connect with us on Facebook, Instagram and Twitter.