ezCater is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, ezCater provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. ezCater also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, ezCater helps them grow their business by bringing them more orders and new high-value customers. We're backed by top investors including Insight, Iconiq, Lightspeed, GIC, SoftBank, and Quadrille.
This Workforce Management Scheduler position will be an integral part of the Customer Service Team. The Workforce Management Scheduler will work closely with the management team to monitor and report 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 processes, 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 higher management.
What You'll Do
- Play a critical role in the daily performance management of our rapidly growing Customer Service team through quick and effective communication and decision making.
- Monitor and maintain performance goals through the use of real time monitoring systems, including time off management.
- Broaden awareness of call center leaders through ongoing, on time communication - anticipating solutions before the question is even asked.
- Provide complex analysis and reporting in a clear and specific way tailored to the audience
- Recognize scheduling gaps and implement innovative solutions to maximize efficiency; own it, figure it out and see it through to fruition.
- Partner with short term and long term forecasters to collaborate on staffing plans; use historical data, trending and future impacts to make the right decisions for our business and people.
- Produce short-term and intraday staffing plans by coordinating off-phone agent activity scheduling, and optimization of schedules.
- Participate in and lead meetings with stakeholders as required to manage staffing plans and performance
What You Have:
- Minimum of 2 years in a call center environment (on the phone or a WFM role)
- Minimum of 1 year of WFM/RTA experience
- Must have 1 year experience with NICE IEX, Aspect, or similar WFM software applications
- A track record of translating complex information or data into real world applications.
- Strong time management skills and a desire to work both independently and as part of a team.
- Even stronger organizational skills, and ability to adapt quickly to business needs.
- A beyond helpful attitude
- Nice to have: A background in excel
- An eagerness and willingness to give and receive feedback, because we all love learning from each other
- A sharp mind, a soft heart and a large funny bone
The national cash compensation range for this role is $48,000 - $69,000 per year*
The schedule for this role will be Sunday through Thursday (M-THU 9:30am - 6pm ET / SUN 8:00am - 4:30pm ET)
*Please note: Final offer amounts are determined by multiple factors, including prior experience, expertise and region & may vary from the amount above. This range does not represent additional compensation benefits (such as equity, 401K or medical, dental or vision insurance).
Please have fun with the Cover Letter portion of the application! It does not need to follow “traditional” cover letter guidelines - we would love for you to write 150-500 words explaining why you are interested in ezCater and the role, and highlighting anything else you think we should know!
ezCater does not sponsor applicants for work visas or legal permanent residence.
What You’ll Get from Us:
You’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony.
Oh, and you’ll get all this: Market competitive salary, stock options that you’ll help make worth a lot, 12 paid holidays, flexible PTO, 401K with ezCater match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from our awesome Boston office OR your home OR a mixture of both home and office, a tremendous amount of responsibility and autonomy, wicked awesome co-workers, Relish (and many more goodies) when you’re in our office, and knowing that you helped transform the food for work space.
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. Following a conditional offer of employment, ezCater may require a background check.
For information on how ezCater collects and uses job applicants' personal information, please visit our Job Applicant Privacy Policy.
Top Skills
ezCater Boston, Massachusetts, USA Office
40 Water Street, Boston, MA, United States, 02109
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