ezCater is the world’s largest online marketplace for catering – a $60+ billion market just in the U.S. Businesspeople use us to find and order great food for meetings and events; restaurants and caterers use us to grow their catering business. We’re backed by Insight Partners, Iconiq Capital, Wellington, Lightspeed, and GIC, and in early 2019 were valued at $1.25 billion. COVID slammed us, but we responded by finding new customer segments and seizing the rare opportunity COVID offered: when in life does a very successful operation get a do-over? Come help us power Food For Work even better than we did it the first time.

This Manager of Workforce Management position will be an integral part of the Customer Service Team. The Manager of Workforce Management will report into the Director of CS Strategy, and will work closely with the leadership team to monitor, report and strategize on all things related to scheduling, adherence, forecasting, and efficiency - on-site and at our outsource partner centers. We are looking for a team player who will work with the other members of Leadership to help drive, document and measure processes, and constantly strive for improvement. Our ideal candidate has a great head for numbers, can pivot and respond to change quickly, and communicate needs and recommendations to the director and executive level.

The Manager will work with their team to drive staffing schedule optimization with a multi-skilled ninja workforce, balancing our needs to manage multiple types / priorities of ninja ‘work’. This will include working with their team to optimize Teleopti (WFM software), making recommendations to the leadership team on potential staffing options, and tracking progress of any staffing changes we try.

You will:

-Oversee a team of Workforce Management Analysts that perform daily monitoring and manage changes to scheduling to ensure adequate daily resource coverage, as well as monitor daily performance, adherence and efficiency of the team.

-Work with the Customer Service Leadership team on potential staffing changes/ideas and ways to optimize staffing to meet service levels efficiently.

-Use accuracy of schedule measurements for continuous improvements, including making recommendations to improve scheduling efficiency and team member satisfaction.

- Be responsible for resourcing analytical support for special projects, forecasting and hiring plan, as well as helping with the development of strategy and long term planning.

-Report regularly to fellow leadership team on KPI’s as related to scheduling and efficiency, making suggestions on ways to affect results, and creating new KPIs as needed.

-Continuously keeping a pulse on the ezCater culture and ensuring all processes, procedures and communications from Workforce Management are in alignment with said culture.

If you have:

- 5-7 years of experience managing a Workforce Management team, preferably in contact centers with at least 200 employees

- 1-2 years of project management and cross-functional collaboration experience a plus

-Experience with Workforce Management software (scheduling, performance tracking, reporting)

-Strong analytical skills, with emphasis on forecasting and long term strategic planning

-The ability to effectively communicate orally and in writing with co-workers and leadership team, occasionally under time pressure and on several tasks at one time

-Demonstrated skills in complex problem solving, judgment, critical thinking and decision making

-A passion for being creative and thinking outside the box in a fast paced, ever changing environment, in a culture that promotes flexibility

-An insanely helpful attitude

..Then we'd love to chat!

What you’ll get from us:

You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great flexibility around work/life balance. 

Have people in your life – of any age – who always, often, or sometimes need your help? We make room for that. Have a bad thing or a good thing happen to you? We make room for that, too.

Oh, and you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, a great office in the heart of Boston or Denver that you can’t use till COVID lightens up, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) once we get back to our offices, and knowing that you helped get this rocket ship to the moon.

ezCater is an equal opportunity employer. We embrace humans of every background, appearance, race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, and disability status. At the same time, we do not employ jerks, even brilliant ones.

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