Customer Service Outsource Supervisor
ezCater is the #1 online - and the only nationwide - marketplace for business catering in the United States – a $22 billion market. Our 1.9M+ on-time ratings and reviews, our 60K+ caterers and restaurants, and our 5-star customer service make it superbly easy for business people to find and order great food for their meetings. We’re backed by Insight Venture Partners and Iconiq Capital, we’re on a path to $1B in 2019, and we’ll get there - even more surely if you come help us.
This Customer Service Outsource Supervisor position will work closely with the management team to be the first point of contact for all third-party partner call center sites and monitor and report on all things related to the performance of the sites. We are looking for a team player, who will work with the other members of Management and Supervisors to help improve the relationships and effectiveness of our third-party call centers, driving improvements, efficiencies and adoption of our culture. This person will have great relationship management skills, knowledge of call center operations and a superior customer service mindset.
In addition, we are looking for someone who will embrace and embody our culture of Insane Helpfulness, Transparency, and a Work Hard/Play Hard mentality. If you love to work hard as a team, find technological solutions for customer problems, and end the day with a Nerf gun fight, you are exactly what we are looking for.
What you'll do:
- Manage daily communication with our outsource call centers and being the main point of contact for issues and updates, hiring, training, and scheduling.
- Monitor and report to management the performance of the outsource call centers to ensure each center is reaching goals, and if not, implementing plans to improve their effectiveness.
- Act as a cultural ambassador for ezCater, ensuring adoption of our culture at each of the centers by extending perks and benefits, scheduling events and providing the centers with whatever they need to emulate the ezCater environment.
- Assist management team with researching and vetting potential new outsource partners, and subsequently onboarding/offboarding partners.
- Manage the outsource training and travel schedule, ensuring ezCater presence at outsource centers consistently and on an as-needed basis.
You have:
- 3-4 years of experience in a call center environment.
- Experience with outsource call center relationships.
- Demonstrated strong interpersonal communication skills, ideally in a supervisory or management capacity.
- Ability to effectively communicate orally and in writing with co-workers, management team and third party partners, occasionally under time pressure and on several tasks at one time.
- Skills in complex problem solving, judgment, critical thinking and decision making.
- An insanely helpful attitude.
What you’ll get from us:
Importantly, you’ll get sane working hours and a huge amount of 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 here’s what else you’ll get: Market salary, stock options you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K, health/dental/FSA, long-term disability insurance, subsidized T-passes, a great office smack-dab in Boston’s Downtown Crossing, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies), 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.