ezCater is the most trusted provider of corporate food solutions and is purpose-built for business. ezCater’s corporate food platform and flexible, scalable food solutions allow organizations to centralize and track their food spend, and fulfill everything from daily employee meals to client meetings and company all-hands. ezCater backs this up with business-grade, best-in-class, customer service and an unmatched nationwide footprint. 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.
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.
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
You have:
Minimum 2 years call center experience and 1 year WFM experience
Experience maintaining WFM software application: Teleopti/Calabrio experience preferred
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.
An insanely 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 $44,000-59,000* Per Year
*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).
ezCater does not sponsor applicants for work visas or legal permanent residence.
What you’ll get from us:
You’ll get a terrifically compelling opportunity, in an environment of radical transparency, open access to all the data, and collaborative colleagues at every level of our organization. You’ll also get sane working hours and great 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 you’ll get all this: Market salary, stock options that you’ll help make worth a lot, the usual holidays, all-you-can-eat vacation, 401K with ezCater match, health/dental/FSA, long-term disability insurance, remote-hybrid work from our awesome Boston or Denver offices OR your home OR a mixture of both home and office (you choose!), a tremendous amount of responsibility and autonomy, wicked awesome co-workers, cupcakes (and many more goodies) when you’re in one of our offices, and knowing that you helped get this rocket ship to the moon.