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Workforce Management Supervisor (Hybrid, Mexico City)

Workforce Management Supervisor role in Mexico City (Hybrid)
OpenTable
Hybrid
On-Site
Mexico
Undisclosed salary
Job Description
OpenTable is seeking a Workforce Management Supervisor to lead a team of Real Time Specialists and Workforce Schedulers globally. This role is based in Mexico City and offers a hybrid work environment. The Workforce Management Supervisor will be responsible for ensuring consistent achievement of daily service levels and performance metrics by actively managing real-time activities.
  • 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
To be successful in this role, candidates should possess:
  • 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
  • Understanding of contact center KPIs
  • Experience with Workforce tools such as Talkdesk, Agyle Time, Salesforce, etc. (Desired)
  • Strong communication skills
  • Ability to build and maintain reporting
  • Critical thinking skills
  • Ability to work under pressure and within tight deadlines
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
  • Christmas Bonus - 30 days
  • 20 days of paid time off a year
  • 25% vacation premium
  • Private health, dental, and life insurance
  • Monthly social events and happy hours
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.

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