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Workforce Management Supervisor (Hybrid, London Office) at OpenTable

OpenTable seeks Workforce Management Supervisor in London.
Hybrid
On-Site
United Kingdom
Undisclosed salary

OpenTable, a part of Booking Holdings, Inc., 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, serving as a subject matter expert for contact center systems, and ensuring consistent achievement of service levels.

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
  • Participates in planning for off-line activities to support operations needs
  • Monitor staffing levels to ensure consistent achievement of daily service levels
  • Consistently debrief on days of underachievement and implement opportunities for improving workflow processes
  • Communicate and interact 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
  • 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
  • High level of integrity, judgment and follow through
  • Strong coaching, people, and leadership skills
  • Ability to handle multiple competing priorities and deadlines with attention to detail
  • Remain flexible and adaptable to effectively manage a global team across multiple time zones

OpenTable offers:

  • 25 vacation days per year in addition to statutory UK Bank Holidays
  • Private Health & Dental and Life Insurances
  • Pension Fund
  • Gym Discount
  • Reimbursable eye tests and 100 GBP contribution towards VDU glasses
  • Perkbox & Booking.com business discounts
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OpenTable

OpenTable, a part of Booking Holdings, Inc., is a global leader in the hospitality technology space. With over two decades of industry experience, OpenTable connects millions of diners with tens of thousands of restaurants, bars, and wineries worldwide. The company provides venues with tools to attract guests, manage operations, and maximize revenue. OpenTable fosters a welcoming and inclusive environment, supporting its employees within a global network of travel brands.