: Customer Service Manager, Workforce Management

ezCater is the worlds 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. Were backed by $320 million in venture funding and in early 2019 were valued at $1.25 billion. Our mission is to power the worlds catering, and well 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 report into the Director of CS Strategy, and will work closely with the leadership 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 Leadership to help drive, document and measure processes, and constantly strive for improvement. Our ideal candidate has a great head for numbers, can pivot and respond to change quickly, and communicate needs and recommendations to the director and executive level.


The Manager will work with their 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 their 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.


You will:

-Oversee 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 the Customer Service Leadership team on potential staffing changes/ideas and ways to optimize staffing to meet service levels efficiently.

-Use accuracy of schedule measurements for continuous improvements, including making recommendations to improve scheduling efficiency and team member satisfaction.

- Be responsible for resourcing analytical support for special projects, forecasting and hiring plan, as well as helping with the development of strategy and long term planning.

-Report regularly to fellow leadership team on KPIs 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.


If you have:

- 5-7 years of experience managing a Workforce Management team, preferably in contact centers with at least 200 employees

- 1-2 years of project management and cross-functional collaboration experience a plus

-Experience with Workforce Management software (scheduling, performance tracking, reporting)

-Strong analytical skills, with emphasis on forecasting and long term strategic planning

-The 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

-Demonstrated skills in complex problem solving, judgment, critical thinking and decision making

-A passion for being creative and thinking outside the box in a fast paced, ever changing environment, in a culture that promotes flexibility

-An insanely helpful attitude


..Then we'd love to chat!


What youll get from us:


Importantly, youll get a tremendous amount of authority and autonomy. Youll own your outcomes and see measurable results for your efforts. With ezCaters radical transparency and trust, youll have open access to the data that drives our decisions. You'll have a coaching environment to learn and develop, and ezUniversity sessions will provide plenty of opportunities to expand your mind. At the same time, youll 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 heres what else youll get: Market salary, stock options youll 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.


For information on how ezCater collects and uses job applicants' personal information, visit our Job Applicant Privacy Policy.



Full-time

Employee Testimonials

Lexie
Operations

I love how horizontal ezCater is. Everyone’s ideas are listened to, valued, and considered. That goes for anyone who has been here, whether it’s just one day or multiple years.

Nick
Marketing

Here’s ezCater in a nutshell: whip-smart colleagues, zero politicking, and a refreshing optimism that’s paved the way for explosive growth. People are generous. People have fun. 

Jason
Engineering

Imagine a culture where you’re not held back by process or structure. An environment where change is encouraged, where everyone has an equal voice, and where you’re allowed to flex your talents

Alyssa
Partner Content

ezCater's work-life balance leaves nothing to be desired. When we're at work, we get to work hard in an amazing, collaborative, laid-back environment. When we want or need to take time off, we can with no qualms. I'm never stressed about scheduling appointments or dealing with unforeseen circumstances.