Contact Center Workforce & Scheduling Supervisor (Hybrid, Mexico City)
Mexico City, MexicoFull-TimeMid-levelOther
Skills
Intro
- 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
- 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
- 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
- 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.
- Ability to work under pressure and within tight deadlines
- 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.
- Ability to work under pressure and within tight deadlines
Benefits and Perks
- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth Company-paid subscription to Headspace Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Focus on your career growth: Development Dollars Leadership development Access to thousands of on-demand e-learnings
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus - 30 days
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
- Work from (almost) anywhere for up to 20 days per year
- Focus on mental health and well-being:
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Company-paid therapy sessions through SpringHealth
- Company-paid subscription to Headspace
- Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
- Paid parental leave
- Generous paid vacation + time off for your birthday
- Paid volunteer time
- Focus on your career growth:
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Development Dollars
- Leadership development
- Access to thousands of on-demand e-learnings
- Travel Discounts
- Employee Resource Groups
- Christmas Bonus - 30 days
- 20 days of paid time off a year
- 25% vacation premium
- Private health, dental, and life insurance
- Monthly social events and happy hours
- At OpenTable, 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 global 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. OpenTable 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.
- If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.
