Workforce Management Scheduler

London (Hybrid)

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK’s portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

In this role, you will:

• Use Workforce Management software and call volume history to generate schedules 1-3 months out for multiple skills, channels and sites (phone, email, chat, etc.)
• Generate offline activities that meet operational requirements while achieving key performance targets
• Responsible for collaborating with peers and multiple levels of leadership to balance efficiency and performance
• Supervise use of off-queue activities to ensure global departmental shrink goals are met by each LOB
• Ability to identify emerging trends, measure impact to the business, and make recommendations to get back to green
• Provides root cause analysis as needed to improve day to day operations & customer happiness
• Serve as subject matter expert for Workforce Management software & ticketing system
• Proposes & suggests improvements to work procedures and practices to improve efficiency

Please apply if:

• 2-3 years experience in workforce/call center operations
• Knowledge of common WFM Suites (Playvox, Teleopti, Verint, etc.)
• Strong customer focus with proven success in problem solving, teamwork, adaptability, planning, and decision making
• Knowledge and understanding of key call center performance metrics such as ABN, ASA, AHT, adherence, etc.
• Strong organizational skills with a high attention to detail
• Clear and concise, written and verbal communication both in person and via email/chat
• Intermediate knowledge of Google Docs, MS Excel and Google Sheets
• Ability to work flexible scheduling to help drive continuity between all regions within the organization. (This may include nights/mornings/mids, weekends, holidays, and flexible shifts.)
• Forward thinking, self starter on solutions, and big picture mindset
• Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable
• Working in fast paced deadline driven environments with a focus on accuracy and attention to detail
• You have the ability to handle confidential and sensitive information in a manner consistent with OpenTable policies
• Ability to establish positive relationships with key stakeholders, both internal and external
• Receptive and actively seeks feedback

Benefits

• You will accrue 25 vacation days per year in addition to statutory UK Bank Holidays
• One Celebration Day per calendar year
• Private Health & Dental and Life Insurances
• Employee Assistance Program (EAP)
• Pension Fund
• Gym Discount
• Bike2Work
• Season Loan Ticket
• Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
• Perkbox & Booking.com business discounts

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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