Workforce Management Supervisor (Hybrid, London Office)

OpenTable, Inc., City of Westminster

Workforce Management Supervisor (Hybrid, London Office)

Salary not available. View on company website.

OpenTable, Inc., City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 24 Jan | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: d8865a9751d1400abbc1322cf39f30b3

Full Job Description

  • 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

    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, on-going 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, 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

    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

    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

  • Facebook
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