Command Center Lead at Grubhub

| Chicago
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About The Opportunity

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 Lead you’ll help guide, build and execute processes that are necessary to support the entire Care Operation.  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.

 

We're looking for the following shift: 1-9:30pm with days off Tuesday & Wednesday.

 

Some Challenges You’ll Tackle

  • Real time monitoring of the entire operation including internal and external locations
  • Provide timely information regarding the performance of the operation 
  • Provide analysis on state of the business at regular intervals to leaders
  • Support Manager with Ad-hoc requests 
  • Support command center analysts with direction/assistance to maximize productivity using Verint, Five 9, Zendesk and Zendesk Chat.
  • Realign tasks and responsibilities as business needs dictate 
  • Align with call center partners to ensure appropriate staffing coverage is in place  and real time decisions support results. Attends partner meetings.
  • Provide ongoing feedback and support to the Care Department leaders around issues and contact drivers 
  • Lifts opportunities within skilling, levers and call flows to better support the Care organization
  • Act as a leader for the organization in the absence of senior leadership
  • Provide training and guidance to peers on workforce management tools and processes
  • Supports outages/issues and provides support and guidance to the team

You Should Have

  • Flexibility in hours, able to work evenings, overnights and day shifts
  • 1-3 years of prior WFM experience in operations, customer service, or contact centers
  • Prior leadership experience preferred
  • Experience with Five9, eWFM, Verint, or other workforce management systems preferred
  • Excellent Excel skills (index/match, sumifs, pivot tables, etc)
  • 1-3  years of call center analytical experience
  • A willingness to learn, adapt and initiate action
  • Proven track record of successfully working independently with little to no supervision
  • 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 and can make decisions

And Of Course, Perks!

  • Flexible PTO. It’s true, no strings attached and all the time you need to recharge.
  • Better Benefits. Get quality insurance, flex-spending accounts, retirement options and commuter perks.  
  • Free Food. Kitchens are stocked and free Grubhub each week.
  • Stock Up. All of our employees are owners, in fact, they’re granted Restricted Stock Units, which means we’re all in it to win it.
  • Casual Culture. Catch rays on the rooftop or get comfy on a couch and get to know your coworkers — because work, should be a place you want to be.

 

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. If you are applying for a job in the U.S. and need a reasonable accommodation 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 contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.  

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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 stand up
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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