Full-Time

Workforce Management Scheduler

Posted on 5/10/2024

OpenTable

OpenTable

1,001-5,000 employees

Restaurant reservation and management software

Consumer Goods

Mid

London, UK

Required Skills
Communications
Management
Word/Pages/Docs
Excel/Numbers/Sheets
Requirements
  • 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 including 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 making educated guesses
  • Working in fast-paced deadline-driven environments with a focus on accuracy and attention to detail
  • Ability to handle confidential and sensitive information
  • Ability to establish positive relationships with key stakeholders, both internal and external
  • Receptive and actively seeks feedback
Responsibilities
  • Use Workforce Management software and call volume history to generate schedules
  • Generate offline activities meeting operational requirements and key performance targets
  • Collaborate with peers and leadership to balance efficiency and performance
  • Supervise off-queue activities to meet departmental goals
  • Identify trends, measure impact, and make recommendations
  • Provide root cause analysis to improve operations and customer happiness
  • Serve as subject matter expert for Workforce Management software and ticketing system
  • Propose and suggest improvements to work procedures and practices

OpenTable, part of Booking Holdings, offers an expansive environment rooted in technology and innovation, making it an excellent workplace for individuals passionate about impacting the dining experience globally. By providing comprehensive restaurant reservation software that supports over 55,000 establishments worldwide, employees enjoy a vibrant, collaborative culture dedicated to streamlining the dining-out process. Working at this company means contributing to a leading platform that consistently enhances the way diners discover and interact with restaurants, ensuring a superior user experience and boosting restaurant operations.

Company Stage

M&A

Total Funding

$50.9M

Headquarters

San Francisco, California

Founded

1998

Growth & Insights
Headcount

6 month growth

3%

1 year growth

4%

2 year growth

9%