Manager, Contact Center
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Grubhub Holdings Inc. is the nation's leading online and mobile food-ordering company dedicated to connecting hungry diners with local takeout restaurants. The Grubhub Holdings Inc. portfolio of brands includes Grubhub, Seamless, MenuPages and Allmenus. The company’s online and mobile ordering platforms allow diners to order directly from more than 45,000 takeout restaurants in over 1,100 U.S. cities and London. Every order is supported by the company’s 24/7 customer service teams. Grubhub has offices in Chicago, New York and London.
We are seeking an energetic and driven Manager of Corporate Care to join our evolving Care team. This group provides B2B transaction support for our hungry corporate diners and restaurant partners through multiple contact channels including tickets, emails, and inbound and outbound calls. Reporting to the Director of Corporate Care, a successful Manager enjoys coaching a team and juggling multiple elements in a fast-paced operation.
Are you ready to support a growing department with detailed processes in an ever-changing industry? Take a look at the following questions and see how many you answer yes to:
- Is your schedule flexible?
- Are you an experienced customer service professional and team leader?
- Can you lead and support an agile, fun, and engaged team?
- Do you thrive in the face of new challenges?
- Supervise the daily operations for the team, partnering with other team managers to share responsibilities
- Create a positive, team-focused 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 various customer-facing teams
- Monitor call center metrics to ensure workforce alignment with company goals and objectives
- Identify and execute 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 onboarding process
- Ensure schedule adherence; approve and submit team members’ payroll
- Perform other duties as assigned to ensure diner, client, restaurant and employee satisfaction
- Bachelor’s degree strongly preferred
- Schedule: evenings, with flexibility for the right candidate to help determine the days and hours. Possibilities include 3:30p-12a with Saturday and Sunday off; 11:30a-10p with Sunday, Monday, Tuesday off
- 5+ years of customer service, support/account management, or technical support experience with 2+ years of experience in a supervisory capacity
- Team-player mentality; ability to collaborate and effectively share ideas with other leaders
- High emotional intelligence, a can-do mentality and a creative approach to problem solving
- The ability to act quickly, be flexible, multitask, and manage frequent changes
- Outstanding written/verbal/interpersonal communication skills (English); multilingual fluency a plus
- Excellent computer skills and proficiency in the Microsoft applications (Word, Excel, PowerPoint) and Google Apps; bonus points for familiarity with Salesforce.com
- Flexibility with your schedule and willingness to work unconventional shifts, including weekends and several holidays throughout the year
- Unlimited paid vacation days. Choose how your time is spent
- Never go hungry! We provide weekly Grubhub/Seamless credit
- Regular in-office social events, including happy hours, wine tastings, karaoke, bingo with prizes and more
- Company-Wide Initiatives encouraging innovation, continuous learning and cross-department connections
Grubhub is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. The EEO is the Law poster is available here: DOL Poster. Grubhub is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.