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Workforce Management Supervisor (Hybrid, Mexico City) at OpenTable

Workforce Management Supervisor role in Mexico City with hybrid work.
Hybrid
On-Site
Mexico
Undisclosed salary
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 arrangement. The supervisor will be a subject matter expert for contact center systems and tools, including Telephony, Workforce Management, and CRM systems. They will monitor staffing levels, communicate with operations and leadership, and provide coaching and training to employees. OpenTable is part of Booking Holdings, Inc.
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 tools.
  • Planning for off-line activities to support operations needs.
  • Monitoring staffing levels to ensure achievement of service levels.
  • Communicating with operations and leadership.
  • Coaching, training, and providing feedback to employees.
  • Managing departmental policies and procedures.
  • Managing special projects.
Requirements:
  • 2-3 years of Workforce experience and/or leading teams in a contact center.
  • Proven success in building, leading, and motivating a team.
  • Strong analytical and behavioral problem-solving skills.
  • Understanding of contact center KPIs.
  • Strong communication skills.
  • Ability to build and maintain reporting.
  • Critical thinking skills.
  • Ability to work under pressure and within tight deadlines.
OpenTable offers:
  • Mexican Social Security (IMSS)
  • Christmas Bonus - 30 days
  • Paid Time Off - 20 days a year
  • Vacation Premium - 25%
  • Parental Leave
  • Bereavement Leave - 3 days
  • Bonuses
  • Dental Insurance & Life Insurance
  • Major Medical Insurance
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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.