Real Time Specialist Supervisor (Hybrid, London Office)

Job Description

OpenTable is seeking a Real Time Specialist Supervisor to lead a global team of Real Time Specialists and Workforce Schedulers. This role is based in the London office and offers a hybrid work arrangement.About OpenTable:OpenTable, a part of Booking Holdings, Inc., is a leading technology provider for the restaurant industry, empowering restaurants to thrive and enabling diners to discover and book the perfect dining experience.Responsibilities:

• Build and lead a team of Real Time Specialist and Workforce Schedulers globally
• Serve as a subject matter expert for contact center systems and tools
• Participate in planning for off-line activities to support operations needs
• Monitor staffing levels to ensure consistent achievement of daily service levels
• Communicate effectively with operations and leadership
• Monitor, coach, train, and provide constructive feedback to employees
• Create, maintain, and ensure departmental policies and procedures are documented
• Serve as the owner of Outage Management for Support globally
• Manage special projects as assigned by Leader

Requirements:

• 2-3 years of Workforce experience and/or 2-3 years of experience leading teams in a contact center
• Proven success with building, leading, and motivating a team
• Strong analytical and behavioral problem-solving skills
• An understanding of contact center KPIs
• Ability to handle multiple competing priorities and deadlines
• Strong understanding of OpenTable's business, core values, and goals
• Strong analytical, verbal and written communications skills
• Ability to manage multiple, complex, on-going tasks and projects
• High level of integrity, judgment and follow through
• Strong coaching, people, and leadership skills
• Ability to manage change and transformation
• Remain flexible and adaptable to effectively manage a global team across multiple time zones

Benefits:

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Paid volunteer time
• Focus on your career growth
• Travel Discounts
• Employee Resource Groups
• 5 weeks paid vacation
• Private health & dental insurance
• Income protection and life assurance
• Employee Assistance Program
• Pension plan contributions
• Discounted gym membership
• Bike2Work
• Season ticket loan
• Social events & Thursday happy hours
• Free lunch 2 days per week