Senior Workforce Analyst at Grubhub

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About The Opportunity

Grubhub is looking for a Scheduling & Forecasting Analyst who will support 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. This role will report to our Care WFM Planning Manager. 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 forecast contact volumes, handle times, and staffing requirements for multiple departments within the GrubHub Care organization
  • Conduct analysis on the impact to service level performance by making adjustments to specialist schedules to ensure adequate resource coverage
  • Contribute to the development and maintenance of long term staffing and hiring plans in support of SLAs, while working with our Command Center to ensure short term goals are met
  • Administer and maintain our workforce management software as it relates to forecasting and staffing
  • Participate in the deployment of GrubHub's strategic vision, acting as a subject matter expert on staffing and a steward to the delivery of exceptional service
  • 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 Nice IEX
  • Exceptional communication skills
  • A willingness to learn and adapt and work in a high volume environment
  • Proven track record of successful process improvements
  • 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!

  • Flexible 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. 

     

    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 email address.  

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Technology we use

  • Engineering
    • JavaLanguages
    • PythonLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks

Location

5 Bryant Park, 1065 6th Ave, New York, NY 10018

What are Grubhub Perks + Benefits

Grubhub Benefits Overview

Health and Wellness: We provide programs that support your overall well-being such as generous medical benefits, employee network groups, company-wide fitness challenges, 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 your very first day here, you are empowered to lead and be an active participant in your career growth. We provide continuous learning opportunities, trainings, as well as coaching and mentorship programs.

PTO. It’s true, Grubhub employees are provided a generous amount of time to recharge their batteries.

MealPerks: We never let our people go hungry! We provide our employees with weekly credit to use on Grubhub, and 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 initiatives across our offices. Some of our popular past events include: Wing-eating contests, Grubtoberfest, 5k Runs, Bring Your Child to Work Day, regular happy hours, and more!

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
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
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical 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
Stocked Kitchen
Some Meals Provided
Happy Hours
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Time allotted for learning
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