Workforce Planning & Forecasting Analyst
With a career at GrubHub you can order your cake and eat it, too!
Our Customer Care department continues to grow by leaps and bounds and we’re looking for the right people to come in and help us become more efficient. Do you think you have what it takes to help us bring our customer care team from awesome to really awesome? Check out the following items to see if we’re potential lobsters:
- Have you created and managed a large-scale customer care budget?
- Do you have abundant experience with reporting and analysis using Excel, Access, and SQL?
- Do you know what KPI’s stand for? (you better)
- Have you worked with a call center Workforce Management software system?
- Do you thrive in an environment where it’s fast-paced and always changing?
- Do you dream in spreadsheets?
Yes? Ok – now’s the chance to make this a reality. We’re looking for someone who is ready to dive in and start helping out. As the Workforce Planning & Forecasting Analyst you’ll support the Management team on a variety of projects and assist team members in reporting, analysis, and workforce management. We’re super protective of our culture so leading by example is a must! It’s also important that you’re self-motivated and have a “whatever it takes” attitude. Oh and of course, providing stellar customer service is a must.
Responsibilities:
- Create and maintain data for order and contact forecasting purposes
- Responsibility for reporting and analysis around orders, contacts, handle time, shrinkage, and arrival patterns
- Developing staffing and hiring plans to support SLAs
- Administer and maintain our workforce management system related to forecasting and staffing, currently using Nice IEX
- Improve customer care workflow and suggest opportunities for increased efficiency through trend analysis
- Work with the Management Team to achieve specific call center goals in our pursuit to provide world class customer service
Requirements:
- A willingness to learn and adapt
- Excellent Excel skills (you better know vlookups, pivot tables, and a little VBA experience wouldn’t hurt)
- 5+ years of call center analytical experience
- Maintaining a workforce management group in a medium to large call center operation
- 2+ years using Nice IEX
- Proven track record of successful process improvements
- 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
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.