WFM Analyst (Hybrid, London)

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

Workforce Management - Real Time Specialist

OpenTable is looking for a team of Real Time Specialists to help manage the day to day of our 24/7/365 support centers.

You will be responsible for managing the workforce management processes including real-time, scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting.

You will provide relevant reporting to leadership while making recommendations to achieve all KPIs. You are the first line of support in the event of an outage, a staff-impacting event, or other unforeseen circumstances requiring coordination with key stakeholders in order to assist with workload balancing until a resolution can be found. 

In addition to traditional RTS responsibilities, you’ll administer time off approvals, schedule activities occurring within 7 business days, and assist with real time skilling in our telephony tools. You will work with a multitude of stakeholders globally in our Denver, London, Mexico, and Canada sites across multiple lines of business. 

Primary Responsibilities:

• Ability to prioritize workloads based on service level targets by recommending solutions to narrow or close performance gaps including but not limited to taking immediate action to drive operational effectiveness
• Provide recommendations to operations as to optimal times for offline activities
• Processing of near term time off requests including same day time off as well as monitoring the  employee attendance line
• Enter real time exceptions into the WFM software that align with agent activity states (ad hoc training, 1:1s, or other schedule deviations)
• Monitor agent adherence and schedule compliance, advising management of outliers
• Basic maintenance of telephony system including troubleshooting issues and opening tickets with vendors
• Create reports to keep key stakeholders informed of contact center performance and customer experience
• Ability to identify emerging trends, measure impact to the business, and make recommendations to get back to green
• Proposes & suggests enhancements to work procedures and practices to improve efficiency
• Other Workforce Management related duties as assigned

Qualifications:

• Minimum 1-2 years experience in a contact center environment 
• Intermediate knowledge of Google Docs, MS Excel and Google Sheets (Must know how to filter, organize, analyze data & manipulate data, maintain spreadsheets and documents)
• Strong organizational skills with a high attention to detail
• Ability to handle confidential and sensitive information in a manner consistent with OpenTable policies
• Efficient Time Management skills that displays you are able to prioritize tasks and meet deadlines
• Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making
• Clear and concise, written and verbal communication both in person and via email/chat
• Demonstrate working knowledge and adherence to all P&C & WFM policies, procedures, guidelines, and practices
• Ability to work independently with minimal supervision
• Comfortable providing and actioning feedback and possess good interpersonal communication that drive success, including both written and verbal communication to all levels including but not limited to peers, agents, seniors, management, and senior leadership
• Strong customer focus with demonstrated success in problem-solving, teamwork, adaptability, planning, and decision making
• Basic understanding of contact center key performance metrics such as service level, average handle time, adherence, etc.
• Ability to work flexible scheduling to help drive continuity between all regions within the organization This may include nights/mornings/mids, weekends, holidays, and flexible shifts
• Demonstrated ability to take a proactive approach in identifying opportunities and implementing solutions to drive business success

• 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
• 5 floating holidays
• 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
• 5 weeks paid vacation
• Private health & dental insurance
• Income protection and life assurance
• Employee Assistance Program - including 24/7 GP & free legal advice
• Pension plan contributions
• Discounted gym membership
• Bike2Work
• Season ticket loan
• Social events & Thursday happy hours
• Free lunch 2 days per week

Inclusion

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.

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