Workforce Management Scheduler

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 and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

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About this role:

• Use Workforce Management software and call volume history to generate schedules 1-6 months out for multiple skills, channels and sites (phone, email, chat, etc.)
• Generate offline activities that meet operational requirements while achieving key performance targets
• Responsible for collaborating with peers and multiple levels of leadership to balance productivity and performance
• Monitor use of off-queue activities to ensure global departmental shrink goals are met by each LOB
• Ability to identify emerging trends, measure impact to the business, and make recommendations to get back to green
• Provides root cause analysis as needed to improve day to day operations & customer satisfaction
• Serve as subject matter expert for Workforce Management software & ticketing system
• Proposes & suggests enhancements to work procedures and practices to improve efficiency

This is a hybrid role, working with 3 days a week in our London office. 

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At OpenTable, we’re all about helping restaurants thrive. Behind the scenes, that means having the right people, in the right place, at the right time. We’re looking for a proactive, detail-obsessed Workforce Management specialist who can bring structure, clarity & smart decision-making to a fast-moving, global support environment.

You’ll be at the heart of our operations, using data, tools & strong partnerships to keep performance high and experiences seamless for both our teams & our customers.

What you’ll bring

• Significant experience in workforce management & call centre operations, with hands-on use of tools like Talkdesk, Playvox, Zendesk, Verint & AWS
• Strong knowledge of WFM platforms such as Playvox, Teleopti, Verint & Omni, and how to use them to optimise performance
• Solid understanding of core contact centre metrics including ABN, ASA, AHT & adherence, and how they translate into action
• A customer-first mindset, with proven strengths in problem solving, teamwork, adaptability, planning & decision making
• Confident communicator, able to engage clearly across channels with large, global teams of 100+ people
• Ability to build strong, trusted partnerships with stakeholders across teams, functions & regions
• Highly organised with sharp attention to detail, thriving in fast-paced, deadline-driven environments
• Strong critical thinking skills, able to form hypotheses, interpret data & make smart calls even when data is limited
• Comfortable using tools like Google Docs, Sheets & Excel to analyse, track & communicate insights
• Flexible approach to working hours, including mornings, evenings, weekends & holidays, to support a global operation, paired with a proactive, big-picture & self-starting mindset

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Benefits and Perks

Flexibility & time off
Enjoy the option to work from almost anywhere for up to 20 days per year, generous vacation time, your birthday off, paid volunteer days, and our annual company-wide recharge week where the whole team takes time to reset.

Health & wellbeing
Your wellbeing matters to us. We offer private health & dental insurance, company-paid therapy through &l