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 integral team that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.
About The Role:
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Build and lead a team of Real Time Specialist and Workforce Schedulers globally
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Serve as a subject matter expert for contact center systems and tools including but not limited to: Telephony, Workforce Management and CRM systems
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Participates in planning for off-line activities to support operations needs including training and meetings
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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
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Communicate and interact effectively with operations and leadership to provide information in a timely manner
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Monitor, coach, train, and provide constructive feedback to employees. Administer corrective or disciplinary action when appropriate and create personalized action plans for improvement
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Create, maintain, and ensure departmental policies and procedures are documented, communicated, and well organized
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Serve as the owner of Outage Management for Support globally
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Manage special projects as assigned by Leader
About You:
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Uses independent judgment requiring analysis of variable factors and determine the best course of action