Real Time Workforce Analyst
With a career at GrubHub you can order your cake and eat it, too!
This is your chance to jump at a great opportunity. We’re looking for someone who is a team player and ready to dive into our operation. As a Command Center Analyst you’ll help build and execute processes that are necessary to support the entire Care Department. We’re very protective of our culture so you must lead by example. It’s also important that you’re self-motivated and carry a “whatever it takes” attitude. Oh and of course it goes without saying that providing stellar customer service is a must.
Responsibilities:
- Real Time Monitoring of the entire operation including GrubHub Customer Care, GrubHub Restaurant Care, Seamless Customer Care, and Seamless Restaurant Care
- Provide timely information to the Leadership Team regarding the performance of the operation
- Handle employee scheduling concerns
- Move employees to appropriate tasks throughout the day
- Realign tasks and responsibilities as business needs dictate
- Schedule meetings as needed
- Work with our call center partner to ensure appropriate coverage in place
- Provide on-going feedback and support to the Care Department
- Identify trends and opportunities within the Care organization
- Work with the Leadership team to achieve specific call center goals
Requirements:
- A willingness to learn and adapt
- 3+ years of operations, customer service, or call center management experience
- 1+ years of workforce management experience preferred
- Experience with IEX, eWFM, or other workforce management systems preferred
- Proven track record of successfully working independently
- A strong love to help others succeed
- A wide degree of creativity, it’s fun to work at Grubhub
- Strong attention to detail
- Cool under pressure