• Manager, Contact Center - SHIFT: Tuesday - Saturday 2:30 PM - 11:00 PM

    Job Locations US-AZ-Chandler
    Job ID
    2018-6427
    Category
    Customer Care
  • About The Opportunity

    Welcome!

    Got a taste for something new?

     

    We’re Grubhub, the nation’s leading online and mobile food ordering company. Since 2004 we’ve been connecting hungry diners to the local restaurants they love. We’re moving eating forward with no signs of slowing down.

     

    With more than 85,000 restaurants and over 15.6 million diners across 1,600 U.S. cities and London, we’re delivering like never before. Incredible tech is our bread and butter, but amazing people are our secret ingredient. Rigorously analytical and customer-obsessed, our employees develop the fresh ideas and brilliant programs that keep our brands going and growing.

     

    Long story short, keeping our people happy, challenged and well-fed is priority one. Interested? Let’s talk. We’re eager to show you what we bring to the table.

     

    We are seeking a focused, high-energy Manager for our Driver Care group. A critical component of Grubhub’s delivery business, this evolving team provides order and account support to our delivery partners nationwide through multiple contact channels including tickets, emails, and inbound and outbound calls. 

    Some Challenges You’ll Tackle

    • Supervise the daily operations for the team, partnering with other team managers to share responsibilities
    • Create a positive, team-focused environment by expecting high performance levels, promoting empowerment and good judgment, and communicating with transparency
    • Identify and drive process improvement efforts and cross-functional projects, collaborating often with the Workforce Management, Training & Quality, and various customer-facing teams
    • Monitor call center metrics to ensure workforce alignment with company goals and objectives
    • Identify and execute developmental opportunities for Specialists and at least one Lead
    • Conduct regular one-on-one and team meetings, performance reviews, and other checkpoints to provide coaching and keep a pulse on the team
    • Participate in the hiring and onboarding process
    • Ensure schedule adherence; approve and submit team members’ payroll
    • Perform other duties as assigned to ensure diner, driver, restaurant and employee satisfaction

    You Should Have

    • Bachelor’s degree strongly preferred
    • 5+ years of customer service, support/account management, or technical support experience with 2+ years of experience in a supervisory capacity
    • Team-player mentality; ability to collaborate and effectively share ideas with other leaders
    • High emotional intelligence, a can-do mentality and a creative approach to problem solving
    • The ability to act quickly, be flexible, multitask, and manage frequent changes
    • Outstanding written/verbal/interpersonal communication skills (English); multilingual fluency a plus
    • Excellent computer skills and proficiency in the Microsoft applications (Word, Excel, PowerPoint) and Google Apps; bonus points for familiarity with Salesforce.com
    • Flexibility with your schedule and willingness to work unconventional shifts, including weekends and several holidays throughout the year

    And Of Course, Perks!

    • Unlimited paid vacation days. Choose how your time is spent
    • Never go hungry! We provide weekly Grubhub/Seamless credit
    • 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 TalentAcquisition@grubhub.com and let us know the nature of your request and your contact information.  

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed

    Connect With Us!

    Not ready to apply? Connect with us for general consideration.