Senior Command Center Analyst

| Remote

About The Opportunity

We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!

 

Why Work For Us

Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you’re looking for a place that values strong relationships, embraces diverse ideas–all while having fun together–Grubhub is the place for you!

 

The Impact You Will Make

This is your chance to participate in the growth of GrubHub’s Workforce Management Command Center team by lending your skills and experiences. We’re looking for someone who has strong attention to detail, is naturally curious, 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 collaborative culture where work and fun intersect, so you must lead by example. It’s also important that you’re self-motivated and have a strong ability to multitask. Oh, and of course it goes without saying that providing stellar customer service is a must.

 

  • Monitors performance across all channels (calls, chats, tickets, etc.) in real time to ensure service targets are achieved for our diners, drivers, and restaurants
  • Communicates cross functionally throughout the organization providing timely feedback to leaders on performance
  • Makes updates to employee’s schedules ensuring team member needs are met in balance with business needs
  • Supports resolution of technical issues for our internal teams and vendors
  • Engages in our escalation process acting as a liaison between the business and technology team 
  • Shifts employee focus by realigning tasks and responsibilities based on identified needs
  • Takes ownership to ensure appropriate staffing is in place for internal and partner based teams
  • Meaningfully contributes to the operation via proactive feedback and engaging in dialogue
  • Identifies and communicates trends and opportunities within the Care organization
  • Acts as a subject matter expert guiding peers and business partners on workforce management tools and techniques
  • Operates as an informal leader in command able to identify when escalation is appropriate 
  • Takes ownership if issues providing feedback to junior team members

What You Bring to the Table

  • Bachelor’s Degree or 3+ years of equivalent, relevant, industry experience in data entry, analysis, and collaboration
  • Demonstrates leadership skills by contributing new ideas, recognizing areas for improvement and taking initiative to improve performance
  • Strong analytical skills with a focus on intraday activities and results
  • Excellent written and verbal communication skills
  • Champion of change; responds to change in a positive way, anticipating change and planning accordingly
  • Compares observations or finished work to what is expected to find inconsistencies
  • Experience with Verint, or other workforce management systems, preferred
  • Strong ability to multitask while working with little direction
  • Shows initiative and proactive approach 
  • Able to use technology effectively (contact delivery software, Google suite, Microsoft suite, etc.)
  • Collaborates effectively by influencing without direct authority to build strong relationships
  • Acts resourcefully to solve problems
  • Seeks out new responsibilities, and practices self-development
Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • ReactLibraries
    • ReduxLibraries
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • Google AnalyticsAnalytics
    • SQLAnalytics
    • AxureDesign
    • IllustratorDesign
    • SketchDesign
    • FigmaDesign
    • JIRAManagement
    • SalesforceCRM

Location

111 W. Washington St., Chicago, IL 60602

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

PTO. Grubhub employees are provided a generous amount of time to recharge their batteries.

Health and Wellness. We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, and a comfortable and casual workplace! We also support our parents by offering 8 weeks of paid parent bonding time, a 4-week returnship program, and 6-8 weeks paid medical leave.

Learning and Career Growth. Your personal and professional development is a priority at Grubhub. From day one, we empower you to lead and be an active participant in your career growth. We provide continuous learning opportunities, training, and coaching and mentorship programs.
MealPerks. Who’s ready for some lunch? We provide our employees with a weekly Grubhub credit to enjoy and support local restaurants. We also offer company-wide meals several times a year to bring our Grubhub family together.

Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!

Social Impact. We believe in the importance of serving the communities that support our business. In addition, employees are given paid time off each year to support the causes that are important to them.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Certain roles within Grubhub are eligible to receive company equity.
Performance Bonus
Certain roles within Grubhub are eligible for bonuses.
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Continuing Education stipend
Technology employees are eligible to receive up to $2,000 annually for continuing education opportunities such as conferences, bootcamps and events.
Time allotted for learning
Online course subscriptions available
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