Contact Center Workforce & Scheduling Supervisor (Hybrid, Mexico City)

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 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 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 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

Qualifications:

• 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

Desired Experience:

• Experience with Workforce tools such as Talkdesk, Agyle Time, Salesforce, etc.

• Strong communication skills: active listening, writing/ typing, informal communication

• Ability to build and maintain reporting 

• Ability to establish strong partnerships with internal work groups

• Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable.

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