About OpenTable:

OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), powers reservations for the hospitality industry. OpenTable’s software seats more than 1 billion people per year and helps more than 50,000+ restaurants, bars, wineries and other venues attract guests, manage capacity, improve operations and maximize revenue.

As an employee of OpenTable, you will be part of a global network that includes OpenTable and KAYAK's portfolio of metasearch brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined. Many employees are dedicated to one brand, but we all have the benefit of using each other's strengths and insights. Together, we're able to help people experience the world through dining and travel.

The Position:

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 to work the hours of 2:00pm-10:00pm HST (5:00pm-1:00am PST).

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.

Benefits:

• Work from "Almost" Anywhere! No minimum days are required in the office.
• Mental Health Well-being: 6 company paid therapy sessions, subscription to a meditation app, wellbeing speaker series and resources.
• Annual Health and Wellness Reimbursement.
• 1 floating day off per year to celebrate your birthday or another occasion of your choice!
• Additional company sponsored holidays twice a year.
• Monthly catered office events.
• Learning and Development opportunities.
• Universal Paid Parental leave

Diversity and Inclusion:

We seek to have a workplace that reflects all of the communities we serve. We know that we produce more creative ideas, products, and better outcomes with diverse teams. OpenTable is proud to be an Equal Opportunity Employer, and we encourage candidates from all backgrounds and experiences to apply for roles.

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

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