Workforce Management

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 

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 team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

Workforce Management - Scheduler

About The Role:

• 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 productivity and performance
• Monitor 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 satisfaction
• Serve as subject matter expert for Workforce Management software & ticketing system
• Proposes & suggests enhancements to work procedures and practices to improve efficiency
• Other duties as required

About You:

• 2-3 years experience in workforce/call center operations
• Knowledge of common WFM Suites (Playvox, Teleopti, Verint, etc.)
• Strong customer focus with demonstrated 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
• Receptive and actively seeks feedback

Desired Experience:

• 2-3 years experience in Workforce Management with tools such as Talkdesk, Playvox, Zendesk, etc.
• Communicating to team 100+ in size across multiple regions/geos via multiple channels  
• Ability to establish strong partnerships with internal work groups
• 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
• Ability to handle confidential and sensitive information in a manner consistent with OpenTable policies
• Ability to establish strong partnerships with key stakeholders, both internal and external

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
• 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
• Focus on your career growth:
• Development Dollars
• Leadership development
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• 5 weeks paid vacation
• Private health & dental insurance
• Income protection and life assurance
• Employee Assistance Program - including 24/7 GP & free legal advice
• Pension plan contributions
• Discounted gym membership
• Bike2Work
• Season ticket loan
• Social events & Thursday happy hours
• Free lunch 2 days per week

Inclusion

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.

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