Command Center Lead
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!
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 employ a naturally curious approach. Oh and of course it goes without saying that providing stellar customer service is a must.
The Impact You Will Make
- Provides supervision and coaching to analysts on the team
- Responsible for team member's real time performance
- Makes real time decisions to drive great customer experiences
- 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 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 business partners on workforce management tools and processes
- Supports outages/issues and provides support and guidance to the team
What You Bring to the Table
- Flexibility in hours, able to work evenings and day shifts
- 3-5 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)
- 3-5 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!
- PTO . Grubhub employees enjoy a generous amount of time to recharge.
- Health and Wellness. Excellent medical benefits, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
- Competitive Pay. You'll receive a competitive base salary with eligibility for generous incentives, bonuses, commission or RSUs (role-specific).
- Learning and Career Growth. Your personal and professional development is a priority at Grubhub. We empower you to be a leader and grow your career through training, coaching and mentorship opportunities.
- MealPerks. Get meals on us! Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
- Fun. Every Grubhub office has an employee-led Culture Crew that connects people through fun, meaningful events and initiatives like Wellness Wednesdays, Slack competitions and virtual happy hours!
- Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Relief Fund and donating $1 million to the Equal Justice Initiative in 2020. Employees are also given paid time off each year to support the causes that are important to them.
Vaccination Requirement: In the event the role you are applying for requires you to report to an office, you must be able to provide proof of full Covid-19 vaccination prior to starting employment. Fully vaccinated is defined as: "2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson's vaccine."
Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email 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 email address.
CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].