Workforce Management Analyst

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!
We are looking for an experienced Workforce Planning Forecasting Analyst to join our Workforce Planning team within our Care organization. The Forecasting Analyst will report to the WFM Forecasting Manager.
The Impact You'll Make:

• Forecast short-term, monthly, weekly, daily and interval-level volume and staffing requirements for multiple channels and multiple lines of business for both internal and external partners
• Perform current and historical trend analysis to identify gaps and provide recommendations to mitigate service level risks
• Partner with our capacity planning team to stand up new lines of business and movement of workloads to different lines of business
• Participate in weekly forecasting meetings with internal and external partners to review previous, current and upcoming forecast performance
• Collaborate with multiple partners to improve forecast accuracy and decrease true-up risks
• Provide feedback to internal and external partners on forecast accuracy; articulate events and assumptions that impacted accuracy
• Prepare and summarize leadership-facing performance results on Weekly Business Reviews
• Be the main contact and own service delivery for designated lines of business
• Maintain WFM system as it relates to forecasting
• Help deploy GrubHub's strategic vision, being a subject matter expert on forecasting and a steward to the delivery of exceptional service
• Improve Care workflow and suggest opportunities for increased efficiency through trend analysis
• Evaluate workforce efficiency and provide recommendations to the management team to achieve specific call center goals in our pursuit to provide world-class customer service

What You Bring to the Table:

• Bachelor's Degree preferred
• 3+ years of equivalent, relevant, industry experience in forecasting and staffing contact centers
• Expert Excel skills (index/match, sumifs, pivot tables)
• Experience identifying and implementing successful process improvements
• The ability to organize information and follow procedures
• A collaborative nature matched with a desire to effect positive change
• Experience with WFM software systems (Verint is a plus)
• Advanced analytical ability and data acumen
• Tableau experience
• SQL experience is a plus

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].