Workforce Planning & Performance 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.

• 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!)

• 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

• 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.