Workforce Manager at Grubhub

| Chicago
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About The Opportunity

Here at Grubhub we’ve been dedicated to giving diners the most convenient way to order food from their favorite restaurants (whether that’s a late night Chalupa from Taco Bell or a salad for lunch from a local restaurant the day after they enjoyed said late night Chalupa).

While we are food-obsessed, we are also customer-obsessed. We look to constantly innovate our technology so our diners’ food experience is memorable, restaurant owners get more business and individuals across the country looking for work can deliver the food from the restaurant to the diner flawlessly. We take great pride in knowing that we are a part of 21.2 million diners food ordering experience and we are partnered with 140,000 restaurants in 2,700 US cities across our suite of apps (Grubhub, LevelUp, Seamless, Tapingo, AllMenus and MenuPages).

Want to be a part of the biggest movement in the US that is moving eating forward? If so, we want to talk to you - and hear what’s your favorite restaurant for food delivery! 

 

Grubhub is looking for a Manager of WFM Systems who will support the WFM Tool( Verint, Reporting, Skilling Changes/Process, IVR verbiage and flow.   Assist team on a variety of projects and assist team members in reporting, analysis, and data integrity. Partner and liaison with verint/Five 9 relationship . 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. This role will report to our Director, Workforce Management. Our contact center continues to grow by leaps and bounds and we’re looking for the right people to come in and help us become more efficient. We’re looking for someone who is ready to dive in and start helping out.

 

Some Challenges You’ll Tackle

 

 

  • Collaborate with Workforce Management team to ensure wfm tool supports best service for WFM and Agent needs. Makes recommendations to improve use
  • Builds reports and sets up rules to manage the application

 

    • Stays abreast of upgrades and communicates impacts and enhancements to users
    • Partner with Telecom to ensure the IVR verbiage and routing flow aligns with vision forward.  Makes recommendations
    • Owns process when new skills or routing needs to occur.  Ensures communication to the correct teams for reporting and understanding

 

  • Liaison with Verint/Five 9 Relationship
  • Administer and maintain our workforce management software as it relates to forecasting, staffing and RTA.
  • Improve Care workflow and suggest opportunities for increased efficiency through trend analysis
  • Evaluate workforce efficiency providing recommendations to the management team to achieve specific call center goals in our pursuit to provide world class customer service

 

 

 

 

 

You Should Have

 

  • Excellent Excel skills (index/match, sumifs, pivot tables, etc)
  • 5+ years of call center analytical experience
  • 3+ years of workforce management system experience, preferably Verint
  • Exceptional communication skills
  • A willingness to learn and adapt and work in a high volume environment
  • Proven track record of successful process improvements
  • SQL experience preferred
  • A wide degree of creativity, it’s fun to work at Grubhub
  • Ability to organize information and accurately follow procedures, with a strong attention to detail.
  • Collaborative nature matched with a drive to affect positive change 

 

 

And Of Course, Perks!

  • Paid Time Off - choose how your time is spent
  • Benefits for Full-Time Employees
  • 401K with a Grubhub match
  • Never go hungry! We provide weekly Grubhub credit for FREE food
  • 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

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.

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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
Culture Club Coordinator
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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
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
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Mentorship program
Time allotted for learning
Online course subscriptions available
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