Manager, Contact Center (SHIFT: 1230pm - 9pm Thurs/Fri off)
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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 Holding Inc. portfolio of brands includes GrubHub, Seamless, MenuPages and Allmenus. The company’s online and mobile ordering platforms allow diners to order directly from approximately 35,000 takeout restaurants in more than 900 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 a Manager of Restaurant Care, you will have the opportunity to energize not only our Restaurant Care Specialists in the call center but also our Restaurants! In this role you must leverage your exceptional leadership skills to not only build your team but also develop and coach your team for success. You will also fully support the delivery of the ultimate customer experience by working with your team to manage restaurant wait times, resolve both internal and external restaurant issues, and assist with restaurant transactions as needed. You will model excellent customer service by demonstrating and holding your team accountable for developing expertise and providing the highest levels of professionalism and courtesy to all customers. Additionally, you will utilize a wide range of people and operational management skills to optimize the restaurant and employee experience and maintain the health of daily and long-term goals. Support the vision of Restaurant Care’s call center management team.
Some Challenges You’ll Tackle- Monitor restaurant contacts for performance to ensure interaction and provide ongoing feedback to employees on how to improve quality and service level; ensure compliance with control procedures
- Manage call volume through online reporting and analysis
- Oversee all day-to-day and hour-to-hour aspects of the call center, including active and consistent daily management of employees
- Monitor and manage– Focus on Calls in Queues, Calls Abandoned, Hold Time, etc. services
- Manage team’s daily, weekly, monthly, and long term schedules
- Support department quality assurance program
- Support and manage technology implementation projects impacting the call center
- Generate daily reports of call, email, fax, mail service requests and provide Restaurant Care specialist with performance dashboards
- Must be able to work Sat - Wed 1230pm - 9pm
- Bachelor’s Degree in Business Management or related field of study or equivalent work experience
- 5+ years of experience supervising a call center or similar role; Inbound call center experience preferred
- Demonstrated effective leadership and people management skills, proven ability to effectively develop, coach and motivate employees
- Well versed in contact center specific Workforce Management concepts and tools. Ability to prioritize and work well both independently and as part of a team
- Strong organizational and time management skills
- Demonstrated ability to motivate teams to provide best-in-class customer service
- Proven ability to work well under pressure making sound decisions quickly in a fluid, fast-paced business environment
- Creative thinker with innovative approach to problem-solving
- Outstanding verbal and written communication skills
- Prior Google applications, proficiency with statistical reporting (MS Excel), Workforce Management Software, as well as forecasting/scheduling related software packages
- Strong analytical and mathematical skills to collect and interpret data to solve problems
- Paid time off
- 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
We deliver favorites every day. Join us as we move eating forward.
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.
