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Workforce Management Supervisor (Hybrid, London Office)

OpenTable seeks Workforce Management Supervisor in London.
OpenTable
Hybrid
On-Site
United Kingdom
Undisclosed salary
Job Description
OpenTable is seeking a Workforce Management Supervisor to join their team in London. This role involves building and leading a global team of Real Time Specialists and Workforce Schedulers. The supervisor will serve as a subject matter expert for contact center systems and tools, including telephony, workforce management, and CRM systems. They will participate in planning for offline activities, monitor staffing levels, and communicate effectively with operations and leadership.

Role involves:
  • Building and leading a team of Real Time Specialist and Workforce Schedulers globally
  • Serving as a subject matter expert for contact center systems and tools
  • Participating in planning for off-line activities to support operations needs
  • Monitoring staffing levels to ensure consistent achievement of daily service levels
  • Communicating and interacting effectively with operations and leadership
  • Monitoring, coaching, training, and providing constructive feedback to employees
  • Creating, maintaining, and ensuring departmental policies and procedures are documented
  • Serving as the owner of Outage Management for Support globally
  • Managing 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 with attention to detail
  • Strong understanding of OpenTable's business, core values, and goals
  • Ability to lead and partner successfully with agents, leadership, and other teams
  • 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 to deliverables
  • Remain flexible and adaptable to effectively manage a global team across multiple time zones

OpenTable offers:
  • Work from (almost) anywhere for up to 20 days per year
  • Company-paid therapy sessions through SpringHealth
  • Company-paid subscription to HeadSpace
  • 5 floating holidays
  • Paid parental leave
  • Generous paid vacation + time off for your birthday
  • Paid volunteer time
  • Development Dollars
  • Leadership development
  • Access to thousands of on-demand e-learnings
  • Travel Discounts
  • Employee Resource Groups
  • 5 weeks paid vacation
  • Private health & dental insurance
  • Income protection and life assurance
  • Employee Assistance Program - including 24/7 GP & free legal advice
  • Pension plan contributions
  • Discounted gym membership
  • Bike2Work
  • Season ticket loan
  • Social events & Thursday happy hours
  • Free lunch 2 days per week
Apply Manually

OpenTable

OpenTable, a part of Booking Holdings, Inc., is a global leader in the restaurant technology space, connecting millions of diners with approximately 60,000 restaurant partners. With over 25 years of industry experience, the company provides innovative solutions that empower restaurants to optimize their operations, enhance the guest experience, and improve their bottom line. OpenTable's platform enables diners to discover and book restaurants, while offering restaurants tools to manage reservations, streamline operations, and market their businesses.

All Jobs at OpenTable (51)