BECOME A US FOODS® ASSOCIATE!

Ready to build a career with a company that’s leading the foodservice industry?
We help YOU make it!

Benefits: Full US Foods Benefits - DAY 1!

medical, dental, vision, 401K, life insurance, and much more!

US Foods is one of the largest food distributors with a culture and history of promoting from within, excellent training programs and a continuous improvement focus.

Main Ingredients of the Job

People Leadership – 30%

• Recruit, onboard, and train new associates

• Provide regular feedback to associates and develop top talent while embracing our core values

• Provide coaching, best practice sharing, and identify developmental needs on an individual basis.

• Ensure expectations both quantitative and qualitative are set and reviewed on an on-going basis. Participate in regular performance review discussions.

• Foster an environment of accountability and celebrate successes. Ensure associates are set up for success in all aspects of their role including their development for future roles.

• Ability to manage a team with varying skill levels

• Ensure established training protocols are delivered for cross training support work and standardized processes for absorbing new work into the shared services model.

• Motivate team and set aspirational goals through departmental leadership, meetings and one on one communications.

Strategic Planning – 30%

• Advise key stakeholders of recommendations on a continuing basis that can further enhance the efficiency of managing the overall service-related requests.

• Develop key performance indicators with both the executive and operational teams by creating dashboards and regular reporting.

• Demonstrated ability to effectively communicate across multiple levels within the organization to influence and drive necessary change.

• Ability to effectively evaluate new technology vendors, build a compelling business case, and make recommendations to senior leadership.

• Establish strong working partnerships with other functions such as IT, business intelligence, vendor management, project management and change management teams.

• Able to manage the budget and make recommendations for efficient productivity.

• Provide strategic vision of implementation of new programs and services that will further augment the customer experience.

CI/Project Management – 20%

• Accountability to lead large scale projects/programs with the necessary focus on timeline, scope, budget and ability effectively plan necessary change management.

• Assess current state and make recommendations to improve our service delivery model helping make our customer experience a strategic differentiator.

• Determine the need for technology tools and partner with the IT team for future enhancements.

• Align team to top operational priorities and create appropriate project action plans for success.

Daily Operations – 15%

• Build strong working relationships with Regional Director peers and ensure the appropriate support is being delivered from the contact center operations team especially as it relates to the following:

  • Accurate forecasts and schedules

  • Consistency in training of schedule adherence

  • Embracing our quality program and driving for improvement

  • Monitoring to make sure the team is hitting key metrics

  • Focus on appropriate intra-day adjustments

  • Identify trends and training opportunities

• Provide coaching and support to team including data and systems troubleshooting.

• Ensure operational and workforce teams have clear definition of roles & responsibilities.

• Stand-up team meetings for analysts to establish partnership and coordinate on top initiatives.

Personal Development – 5%

• Update your personal IDP and prepare for check-ins with your leaders.

• Engage in formal US Foods performance management process.

• Strive to learn and benchmark against industry trends. Be engaged in industry peer groups.

• Pursue other personal learning and development initiatives (ex – LinkedIn learning, membership in ERGs, etc.)

Supervision

• Team of Contact Center Operations of 6-8 Associates

• Vendor Support Team consisting of 1 Supervisor and 10-12 Associates

Relationships

• Internal: Strong collaboration will be needed with contact center leadership and across the various shared business services pillars. Will also partner closely with other key functions such as IT, HR, Telecom, Marketing, etc.

• External: Ability to effectively help manage relationships with key contact center technology vendors.

Work Environment

• Remote: This role is fully remote, and the associate is expected to perform assigned responsibilities from a home-based environment.

What You Bring To The Table

• Must possess a minimum of 10 years of experience in contact centers with a significant focus on the technology or other relevant area. Food Service industry preferred.

• Significant change leadership experience for large scale organizations

• Extensive experience with contact center technology platforms such as: CRM (Salesforce.com), WFM/Quality/Soft Phone/ACD (NICE CX One), Outbound Dialer (Dial My Calls)

• Outstanding verbal communication and interpersonal skills, able to interact across multiple stakeholders at various levels in the organization, external customers and vendors

• Ability to operate independently in a highly efficient manner; Superior organizational, problem solving and time management skills.

• Strategic thinker who can analyze and solve unique, complex problems that impact the customers’ experience or the organization

• Able to interpret data and translate into actionable steps; helps drive a culture of continuous improvement working toward department goals

• Strong performance management background to address disciplinary or performance concerns according to company policy

• Advanced computer skills including Microsoft Word, Outlook, Excel and PowerPoint required. Telephone system and reporting experience preferred.

• Ability to learn proprietary US Foods systems including ordering systems, Salesforce.com, and other internal systems as needed.

• Establish leadership experience, ability to inspire confidence and credibility. Excellent presentation skills and the ability to lead others to consensus

• Strong inter-personal and emotional intelligence skills. Displays professionalism with customers, vendors and internal leadership/staff.

• Ability to travel up to 25%.

Education

• Associates or Bachelor’s degree preferred.

• Workforce Management and/or Contact Center Certification preferred.

Preferred Qualifications

• Experience in NICE CXONE platform highly desirable

• Experience with Salesforce platform highly desirable

Physical Qualifications

• Standard required physical activities including length of time performing each activity.

OCCASIONALLY: 1% - 33 / FREQUENTLY: 34% - 66% / CONTINUOUSLY: 67% - 100% or NEVER

JOB REQUIRES WORKER TO:

FREQUENCY:

STAND: OCCASIONALLY

WALK: OCCASIONALLY

DRIVE: NEVER

SIT: FREQUENTLY

LIFT

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

CARRY

1-10 lbs (Sedentary): OCCASIONALLY

11-20 lbs (Light): OCCASIONALLY

21-50 lbs (Medium): NEVER

51-100 lbs (Heavy): NEVER

Over 100 lbs (Very Heavy): NEVER

PUSH/PULL 1: NEVER

CLIMB/BALANCE: NEVER

STOOP/SQUAT: NEVER

KNEEL: NEVER

BEND: NEVER

REACH ABOVE SHOULDER: OCCASIONALLY

TWIST: OCCASIONALLY

GRASP OBJECTS 2: OCCASIONALLY

MANIPULATE OBJECTS 3: FREQUENTLY

MANUAL DEXTERITY 4: CONTINUOUSLY

1 (Push/Pull: Dolly, cartons and boxes)

2 (Grasp Objects: Boxes and cartons)

3 (Manipulate Objects: Boxes and dolly)

4 (Manual Dexterity: Typing, use of office machines such as copiers, printers)

The following information is provided in accordance with certain state and local laws. Compensation depends on experience, geographic locations, and other factors permitted by law. In Colorado, the expected compensation for this role is between $109,500 - $146,100 annually. In New York, the expected compensation for this role is between $102,500 - $146,100 annually. In California, the expected compensation for this role is between $102,500 - $146,100 annually. In Washington, the expected compensation for this role is between $115,900 - $146,100 annually. Benefits for this role include health insurance, pre-tax spending accounts, retirement benefits, paid time off, short-term and long-term disability, employee stock purchase plan, and life insurance. To review available benefits, please click here: https://www.usfoods.com/careers/benefits.html.

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