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Service Response Center Manager 1

Job category: General Management

Job ID: 70826


Posted: 20-Apr-2018

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? Apply today to grow with Sodexo, a world leader in Quality of Life Services! 

Basic Education Requirement - Associate's Degree          

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