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:
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
About You:
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 detai