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.

QUALIFICATIONS:

• 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

DESIRED EXPERIENCE:

• Experience with Workforce tools such as Talkdesk, Agyle Time, Salesforce, etc.
• Strong communication skills: active listening, writing/ typing, informal communication
• Ability to build and maintain reporting
• 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.
• Ability to work under pressure and within tight deadlines

• 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
• Participates 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