OpenTable

Contact Center Workforce & Scheduling Supervisor

OpenTable

full-time

Posted on:

Location Type: Hybrid

Location: Mexico City • Mexico

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About the role

  • 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

Requirements

  • 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
  • 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
  • Ability to manage multiple, complex, on-going tasks and projects
Benefits
  • 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
  • Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
  • 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
  • Christmas Bonus - 30 days
  • 20 days of paid time off a year
  • 25% vacation premium
  • Private health, dental, and life insurance
  • Monthly social events and happy hours
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Workforce ManagementTelephony systemsCRM systemsReal Time ManagementPerformance metricsKPI analysisWorkflow processesAction plans
Soft Skills
LeadershipTeam buildingAnalytical skillsProblem solvingCommunicationCoachingFeedbackAttention to detailTime management