Contact Center Manager (Shift: 3pm - 11pm)
With a career at GrubHub you can order your cake and eat it, too!
Our evolving Care department is seeking a focused, flexible, fair, and friendly Manager to lead a new team. In this role you will work with our team that provides order and account support to our Driver Partners (as well as restaurants and hungry diners as needed) through multiple contact channels including tickets, emails, and inbound and outbound calls. A successful Manager enjoys coaching a team and juggling multiple elements in a fast-paced operation.
Responsibilities:
- Supervise the real-time operations for the team, including managing workload and balancing service levels across multiple channels
- Create a positive and focused team environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
- Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Workforce Management, Training & Quality, and other Care Operations teams
- Monitor performance metrics to ensure workforce alignment with company goals and objectives
- Identify and nurture developmental opportunities for Specialists and at least one Lead
- Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team
- Participate in the hiring and on-boarding process
- Ensure schedule adherence; approve and submit team members’ payroll
- Perform other duties as assigned to ensure driver, diner, restaurant and employee satisfactionRequirements:
- Hours are 3pm - 11pm
- Flexible schedule and ability to work evenings and weekends
- Bachelor’s degree strongly preferred
- 5+ years of customer service, account management, or technical support experience with 2+ years in a supervisory capacity
- High emotional intelligence, a can-do mentality and a creative approach to problem solving
- The ability to act quickly, stabilize escalated situations, multitask, and manage frequent changes
- Outstanding written/verbal/interpersonal communication skills (English); multilingual is a plus
- Excellent computer skills and proficiency in the Microsoft applications (Word, Excel, PowerPoint) and Google Apps