With millions of diners, 60,000+ restaurant partners and 25+ years of experience, Open Table, 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 Open Table has a tangible impact on what we do and how we do it.
You'll also be part of a global team that includes its portfolio of metasearch brands.
Hospitality is all about taking care of others, and it defines our culture.About The Role:Build and lead a team of Real Time Specialist and Workforce Schedulers globallyServe as a subject matter expert for contact center systems and tools including but not limited to: Telephony, Workforce Management and CRM systemsParticipates in planning for off-line activities to support operations needs including training and meetingsMonitor 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 processesCommunicate and interact effectively with operations and leadership to provide information in a timely mannerMonitor, coach, train, and provide constructive feedback to employees.
Administer corrective or disciplinary action when appropriate and create personalized action plans for improvementCreate, maintain, and ensure departmental policies and procedures are documented, communicated,



and well organizedServe as the owner of Outage Management for Support globallyManage special projects as assigned by LeaderAbout You:Uses independent judgment requiring analysis of variable factors and determine the best course of actionAbility to handle multiple competing priorities and deadlines with attention to detailStrong understanding of Open Table's business, core values, and goalsAbility to lead and partner successfully with agents, leadership, and other teamsStrong analytical, verbal and written communications skillsAbility to manage multiple, complex, on-going tasks and projectsHigh level of integrity, judgment and follow throughStrong coaching, people, and leadership skillsPromote Change/ Transformation: Manage change and transformation to deliverablesRemain versátil and adaptable to effectively manage a global team across multiple time zones, ensuring clear communication, cultural sensitivity, and seamless collaborationQualifications:2-3 years of Workforce experience and/or 2-3 years of experience leading teams in a contact centerProven success with building, leading, and motivating a teamStrong analytical and behavioral problem solving skillsAn understanding of contact center KPIsDesired Experience:Experience with Workforce tools such as Talkdesk, Agyle Time, Salesforce, etc.Strong communication skills: active listening, writing/ typing, informal communicationAbility to build and maintain reportingAbility to establish strong partnerships with internal work groupsCritical 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 deadlinesBenefits and PerksWork from (almost) anywhere for up to 20 days per yearFocus on mental health and well-being:Company-paid therapy sessions through Spring HealthCompany-paid subscription to HeadspaceCompany-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)Paid parental leaveGenerous paid vacation + time off for your birthdayPaid volunteer timeFocus on your career growth:Development DollarsLeadership developmentAccess to thousands of on-demand e-learningsTravel DiscountsEmployee Resource GroupsChristmas Bonus - 30 days20 days of paid time off a year25% vacation premiumPrivate health, dental, and life insuranceMonthly social events and happy hoursAt Open Table, we pride ourselves on fostering a global and dynamic work environment.
As a team member with us, you will benefit from a schedule tailored to accommodate a general workforce operating across multiple time zones.
While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters.
Open Table will always abide by and consider local laws and regulations.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.

📌 Workforce Planning & Performance Supervisor (Hybrid, Mexico City) (León)
🏢 Opentable
📍 León