Workforce Management Supervisor (Hybrid, London Office)

OpenTable; London; On-site; GBP 30,000 - 60,000; Full time

Job description

London, UK

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:

• 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 including but not limited to: Telephony, Workforce Management and CRM systems
• Participate in planning for off-line activities to support operations needs including training and meetings
• Monitor staffing levels to ensure consistent achievement of daily service levels and performance metrics by actively managing real-time activities. Consistently debrief on days of underachievement and implement opportunities for improving workflow processes
• Communicate and interact effectively with operations and leadership to provide information in a timely manner
• Monitor, coach, train, and provide constructive feedback to employees. Administer corrective or disciplinary action when appropriate and create personalized action plans for improvement
• Create, maintain, and ensure departmental policies and procedures are documented, communicated, and well organized
• Serve as the owner of Outage Management for Support globally
• Manage special projects as assigned by Leader

About You:

• Uses independent judgment requiring analysis of variable factors and determine the best course of action
• Ability to handle multiple competing priorities and deadlines with attention to detail
• Strong understanding of OpenTable's business, core values, and goals
• Ability to lead and partner successfully with agents, leadership, and other teams
• Strong analytical, verbal and written communications skills
• Ability to manage multiple, complex, ongoing tasks and projects
• High level of integrity, judgment and follow through
• Strong coaching, people, and leadership skills
• Promote Change/ Transformation: Manage change and transformation to deliverables
• Remain flexible and adaptable to effectively manage a global team across multiple time zones, ensuring clear communication, cultural sensitivity, and seamless collaboration

Please apply if:

• 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
• An understanding of contact center KPIs

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.

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.