OpenTable is looking for a team of Real Time Specialists to help own the day to day running of our 24/7/365 support centers.
You will be responsible for owning 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 KPI’s. You are the first line of support in the event of an outage, a staff impacting event, or other unforeseen circumstance requiring coordination with business contacts 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 diverse range of contacts globally in our Denver, London and Australian sites across multiple lines of business.
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 business members keeping them informed of centre performance and customer experience
Other Workforce Management related duties as assigned
Minimum 1-2 years experience in a contact center environment
Basic knowledge of GSuite (Docs, Sheets, Pages, etc.) as well as Excel
Ability to handle confidential and sensitive information in a manner consistent with OpenTable policies
Demonstrate working knowledge and adherence to all PC & WFM policies, procedures, guidelines, and practices
Ability to work independently with minimal supervision
Good interpersonal communication including both written and verbal communication to all levels including but not limited to agents, seniors, management, and senior leadership
Strong customer obsession with previous 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.
Diversity and Inclusion
We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more creative ideas, products, and better outcomes for our team members. OpenTable/KAYAK is proud to be an Equal Opportunity Employer, we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you.
We will 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.
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