Command Center Coordinator

About The Opportunity
We're all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!
Why Work For Us
Grubhub is a place where authentically fun culture meets innovation and teamwork. We believe in empowering people and opening doors for new opportunities. If you're looking for a place that values strong relationships, embraces diverse ideas-all while having fun together-Grubhub is the place for you!
This is your chance to jump at a great opportunity. We're looking for someone who is a team player and ready to dive into our operation. As a Command Center Coordinator you'll help build and execute processes that are necessary to support the entire Care Department. We're very protective of our culture so you should be self-motivated and customer service focused and willing to lead by example.
The Impact You'll Make:

• Monitor real-time queues, service levels, and agent performance across multiple channels (phone, chat, email, etc.).
• Provide timely information to the leadership regarding the performance of the operation
• Adjust schedules in real-time to respond to changes in call volume, staffing, and unexpected events.
• Collaborate with team leaders and Command Center staff to ensure staffing meets demand, making proactive decisions to maintain SLAs.
• Realign tasks and responsibilities as business needs dictate.
• Schedule and attend meetings as needed
• Provide real-time reporting and performance updates to leadership.
• Communicate with BPOs and support teams to manage adherence and make adjustments to breaks and other scheduled activities.
• Identify and escalate potential operational issues or areas of concern to WFM and operations leadership.
• Analyze trends and patterns to predict potential service impacts and take action to prevent SLA breaches.
• Provide post-incident reviews and analysis to operations leadership.
• Provide training and guidance to peers and partners on workforce management tools and techniques.

You Should Have

• 1+ years of workforce management experience preferred.
• Strong knowledge of WFM tools (e.g., Verint, NICE, Aspect) and Excel preferred.
• Excellent communication skills and ability to collaborate across multiple teams.
• Attention to detail and problem-solving mindset.
• A willingness to learn and adapt
• Proven track record of successfully working independently with little to no supervision

And Of Course, Perks!

• PTO. Grubhub employees enjoy a generous amount of time to recharge.
• Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
• Compensation. You'll receive a great compensation package
• Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
• Social Impact. At Grubhub we believe in giving back through programs like the Grubhub Community Fund . Employees are also given paid time off each year to support the causes that are important to them.

• Flexibility to work varying shifts, including evenings and weekends.

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you're applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to [email protected] and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.
If you are a resident of the State of California and would like a copy of our CA privacy notice, please email [email protected].