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Manager, Employee Service Center

Columbus, Ohio 191 W Nationwide Blvd, 43215
Manager, Employee Service Center (21009238)

Description

 

THE OPPORTUNITY

The Employee Service Center Manager works with the Guest & Employee Experience Leadership team to develop, implement, and write procedures/policies; problem-solve and strategize ongoing ESC operations; train new ESC employees on best practices; and develop and implement ESC systems while evaluating process and technology for improvement. The ESC Manager oversees ESC operations and drive staffing recommendations based on call volume, upcoming peak periods and service center growth.  Developing, tracking and reporting key performance metrics to senior leadership, sharing VOE & VOC, and continuously improving our business operations.


 

WHAT YOU’LL DO

  • Collaborate cross functionally to ensure accurate and current information is relayed to the ESC through established knowledge base and continuous team communications.
  • Defining & maintaining SOP and KPIs that align to business and organizational priorities.
  • Manage daily call metrics and provide feedback to reach and exceed benchmarks (calls and case management cases).
  • Manage technology improvements effecting the ESC by analyzing and implementing process.
  • Review and manage department labor and scheduling.
  • Train, coach and develop employees.
  • Identify opportunities for continuous improvement and change management to support business growth.
  • Manage technology improvements effecting the ESC by analyzing and implementing process.
  • Handle escalation inquiries not resolved by the ESC employees.

 

WHAT YOU’LL BRING TO THE TABLE

  • Bachelor's Degree (BA/BS) from 4-year College or University.
  • 5-7 years of experience in a related field in a supervisory role.
  • Customer Service oriented in a call center atmosphere.
  • Workday experience preferred and ability to adapt and retain a wide range of information related but not limited to benefits, onboarding, I9 and payroll.
  • Experience with Microsoft Office tools and WebEx software.
  • Motivate and inspire others; Adapt and be flexible to plan and execute unplanned events.
  • Confident in decision making and troubleshooting techniques.
  • Be a strong written and/or verbal communicator and maintain confidences and sensitive information.
  • Service Now Experience a plus.
  • PHR preferred.
  • Bilingual (written and verbal) preferred.

 

ABOUT CHIPOTLE
Chipotle Mexican Grill, Inc. (NYSE: CMG) is cultivating a better world by serving responsibly sourced, classically-cooked, real food with wholesome ingredients without artificial colors, flavors or preservatives. Chipotle had over 2,750 restaurants as of December 31, 2020, in the United States, Canada, the United Kingdom, France and Germany and is the only restaurant company of its size that owns and operates all its restaurants. With nearly 88,000 employees passionate about providing a great guest experience, Chipotle is a longtime leader and innovator in the food industry. Chipotle is committed to making its food more accessible to everyone while continuing to be a brand with a demonstrated purpose as it leads the way in digital, technology and sustainable business practices. Steve Ells, founder, first opened Chipotle with a single restaurant in Denver, Colorado in 1993. For more information or to place an order online, visitWWW.CHIPOTLE.COM.

 

CULTIVATING A BETTER WORLD

Food served fast doesn’t have to be a typical fast food experience.  Chipotle has always done things differently, both in and out of our restaurants. We're changing the face of fast food, starting conversations, and directly supporting efforts to shift the future of farming and food. We hope you'll join us as we continue to learn, evolve, and shape what comes next on our mission to make better food accessible to everyone.


Primary Location: Ohio - Columbus - 8887 - 191 W Nationwide-(08887)

Work Location:
8887 - 191 W Nationwide-(08887)
191 W Nationwide Blvd
Columbus 43215

Job Corporate Job Posting Apr. 08, 2021 Job Number 21009238

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