Real Time Specialist Mexico at OpenTable

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

OpenTable is seeking a Real-Time Specialist to be the central point of contact for service level information, reporting and recommendations to achieve critical metrics. To ensure Key Performance Indicators are met you are responsible for leading the workforce management processes, including real-time, scheduling, assisting in managing the day to day of our 24/7/365 customer support and change management.

In this position you are the first line of support in the event of an outage, a staff impacting event, or other unforeseen circumstance requiring coordination with key partners in order to assist with workload balancing until a resolution can be found. You will have the opportunity to collaborate with team members globally, including Denver, London and Australian sites and across multiple lines of business.

We are seeking a remote employee out of Mexico that has flexibility to work full-time hours including weekends. Shift times vary but never overnight.

In this role, you will:

• Prioritise workloads based on service level targets by recommending solutions to narrow or close performance gaps, including taking immediate action to drive operational efficiency.
• Provide recommendations to operations for optimal times of offline activities.
• Process near term, same day time-off requests and monitor 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)
• Supervise agent adherence and schedule compliance, advising management of outliers
• Coordinate time off approvals, schedule activities occurring within seven business days, and assist with real-time skilling in our telephony tools.
• Basic maintenance of telephony system including troubleshooting issues and opening tickets with vendors.
• Build reports of contact centre performance and customer experience
• Other Workforce Management related duties as assigned

Please apply if:

• Minimum 1-2 years experience in a contact centre environment.
• GSuite and MS Office.
• Knowledge and adherence to all PC & WFM policies, procedures, guidelines, and practices.
• Discretion to handle critical and highly confidential information appropriately, in a manner consistent with OpenTable policies.
• Solution-orientated, self-starter that can work independently and as part of a distributed team, with the ability to collaborate and interact well at all levels of the organisation.
• Customer-centric focus with proven success in problem-solving, collaboration, adaptability, planning and decision making.
• Understanding of key performance metrics; service level, average handle time and adherence.

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.