Call Center Lead - Methodist Richardson Med Ctr (Hiring Immediately)

Call Center Lead - Methodist Richardson Med Ctr We are seeking a dedicated and customer-focused Call Center Lead to oversee daily operations of our Patient Dining Services Call Center. This role is responsible for leading a team of call center representatives, ensuring exceptional customer service, and assisting patients with meal ordering over the phone. The ideal candidate will be organized, detail-oriented, and passionate about enhancing the patient experience through excellent communication and service. Job Responsibilities: Lead and support daily call center operations for patient meal ordering services.

Must maintain open availability and be willing to work a flexible schedule, including covering shifts as needed to support operational requirements. Answer patient calls and assist with meal selections in accordance with prescribed diets and hospital guidelines. Ensure accurate and timely entry of meal orders into the dining management system.

Monitor call center performance and maintain high standards of customer service. Train, coach, and mentor call center staff on policies, procedures, and customer service best practices. Assist with staffing schedules and workflow coordination to ensure adequate coverage.

Resolve patient concerns, complaints, and special meal requests in a professional and timely manner. Collaborate with nursing, clinical, and food service teams to support patient nutritional needs. Ensure compliance with food safety regulations, therapeutic diet requirements, and organizational policies.

Generate reports and monitor key performance indicators related to patient satisfaction and service efficiency. Perform other duties as requested by the Food Service Director, Manager, or Supervisor whenever his/her skill and/or experience would be vital to initiate, coordinate, or complete any given program. Maintain communication with staff (including office staff, e-mail, phone calls, inter-office mail, etc).

Qualifications: Required: High school diploma or equivalent. Minimum of 2 years of customer service or call center experience. Strong verbal communication and interpersonal skills. Proficiency with computer systems and data entry. Ability to multitask and work in a fast-paced environment. Maintain emotional control under stress. Preferred: Previous leadership or supervisory experience. Experience in healthcare, food service, hospitality, or patient services. Knowledge of therapeutic diets and nutrition service operations. Experience with electronic meal ordering systems.

Skills and Competencies: Leadership and team development Excellent customer service

Problem-solving and conflict resolution Attention to detail and accuracy Strong organizational and time-management skills

Ability to work collaboratively with interdisciplinary teams This role may have physical demands including, but not limited to, lifting, bending, pushing, pulling and/or extended walking and standing. This role may also require uniforms and/or usage of Personal Protective equipment (PPE). Requisition #: 666633 Location: Richardson, TX, US, 75080 Career Area: Retail + Customer Service