Manager, Workforce Management

| Greater Boston Area
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ezCater is the world’s largest online marketplace for catering – a $60+ billion market in the U.S. We make it superbly easy for businesspeople to find and order great food for meetings and events, and we help our catering partners grow their business. We’re backed by $320 million in venture funding and in early 2019 were valued at $1.25 billion. Our mission is to power the world’s catering, and we’ll make it happen – even more surely if you come help us.

This Manager of Workforce Management position will be an integral part of the Customer Service Team. The Manager of Workforce Management will work closely with the management 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 Management and Supervisors to help drive, document and measure process, and constantly strive for improvement. This person will have a great head for numbers, be able to pivot and respond to change quickly, as well as communicate needs and recommendations to the director and executive level.

The Manager will work with 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 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.

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.

As a Manager of Workforce Management, you’d be responsible for:

  • Overseeing 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 Customer Service Leadership team on potential staffing changes/ideas and ways to optimize staffing to meet service levels efficiently.
  • Using accuracy of schedule measurements for continuous improvements, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Resourcing analytical support for special projects, forecasting and hiring plan, as well as helping with the development of strategy and long term planning.
  • Reporting 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.

What you should bring to the table:

  • 5-7 years of experience managing a Workforce Management team, preferably in contact centers with at least 400 employees.
  • Experience leading a Workforce Management Team in a large multi-channel (omni-channel even better) contact center.
  • 1-2 years of project management and cross-functional collaboration a plus
  • Experience with Workforce Management software (scheduling, performance tracking, reporting).
  • Demonstrated strong analytical skills, with emphasis on forecasting.
  • 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.
  • Skills in complex problem solving, judgment, critical thinking and decision making.
  • Ability to get creative and think outside the box in a fast paced, ever changing environment, in a culture that promotes flexibility.
  • An insanely helpful attitude. 
What you’ll get from us: 

Importantly, you’ll get a tremendous amount of authority and autonomy. You’ll own your outcomes and see measurable results for your efforts. With ezCater’s unmatched transparency and trust, you’ll have open access to the data that drives our decisions. ezUniversity sessions will provide plenty of opportunities to expand your mind.

At the same time, 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 in the heart of Boston, 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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • ElasticSearchDatabases
    • Google AnalyticsAnalytics
    • PeriscopeAnalytics
    • InVisionDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
    • HubSpotCRM
    • MailChimpEmail

Location

40 Water Street, Boston, MA 02109

An Insider's view of ezCater

How would you describe the company’s work-life balance?

ezCater gives its employees total control over their work-life balance, whether that means taking time for the doctor or going on a vacation. Everyone here understands that life gets in the way of work at times, and as long as you get your job done well and support your fellow co-workers, you get to control your own schedule.

Claire

Business Operations Strategist

How do you collaborate with other teams in the company?

I love working with other teams in the company! Every person I have encountered is insanely helpful and willing to teach me about their job. I'm always pleasantly surprised at how collaborative this company is.

Alyssa

Senior Menu Specialist

How has your career grown since starting at the company?

I've been able to grow a team and department from scratch, and had the opportunity to make decisions on my own. Overall, I've grown faster here than anywhere else I've worked.

Jules

Manager, ezDispatch

How do you empower your team to be more creative?

For me, fostering creativity comes down to ownership & a healthy comfort with failure. I try to make sure the team is pointed at big, meaty problems and then I largely get out of the way.

Dillon

Sr. Product Manager

What are some social events your company does?

Our weekly breakfasts and lunches provide a social avenue throughout the day, while our end of week ezHour gives the entire company a chance to wind down and interact. Outside of that, we're often seeing fun events pop up like our Holiday Party, fun team off-sites, and volunteer events that bring people together from across the company.

David

Sales Manager

What are ezCater Perks + Benefits

ezCater Benefits Overview

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.

Culture
Volunteer in local community
ezCater participates in regular community outreach activities with Rosie’s Place, City Sprouts, Community Servings, Greater Boston Food Bank, etc.
Partners with Nonprofits
ezCater partners with Feeding America through our CaterCares initiative
Friends outside of work
Eat lunch together
Intracompany committees
Here at ezCater, we have a number of different committees that tackle everything from planning fun company outings to furthering the conversation around diversity and inclusion among employees
Daily stand up
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company's diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Eligible employees get 4 weeks of paid sabbatical every 5 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Company sponsored recreational sports leagues such as Basketball, Softball, Kickball throughout the year.
Professional Development Benefits
Job Training & Conferences
Diversity Program
Cross functional training encouraged
Promote from within
Time allotted for learning

Additional Perks + Benefits

Plus: Wicked awesome co-workers, Cupcakes, Breakfast delivered on Mondays, Lunch delivered on Thursdays

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