Workforce Management Scheduler - London, United Kingdom - OpenTable

OpenTable

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Workforce Management Scheduler

London (Hybrid)
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.

In this role, you will:

Generate offline activities that meet operational requirements while achieving key performance targets
Responsible for collaborating with peers and multiple levels of leadership to balance efficiency and performance
Supervise use of offqueue activities to ensure global departmental shrink goals are met by each LOB
Ability to identify emerging trends, measure impact to the business, and make recommendations to get back to green
Provides root cause analysis as needed to improve day to day operations & customer happiness
Proposes & suggests improvements to work procedures and practices to improve efficiency
23 years experience in workforce/call center operations
Knowledge of common WFM Suites (Playvox, Teleopti, Verint, etc.)
Strong customer focus with proven success in problem solving, teamwork, adaptability, planning, and decision making
Knowledge and understanding of key call center performance metrics such as ABN, ASA, AHT, adherence, etc.
Strong organizational skills with a high attention to detail
Intermediate knowledge of Google Docs, MS Excel and Google Sheets
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.)
Forward thinking, self starter on solutions, and big picture mindset
Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable
Working in fast paced deadline driven environments with a focus on accuracy and attention to detail
You have the ability to handle confidential and sensitive information in a manner consistent with OpenTable policies
Ability to establish positive relationships with key stakeholders, both internal and external
Receptive and actively seeks feedback

Benefits:

You will accrue 25 vacation days per year in addition to statutory UK Bank Holidays
One Celebration Day per calendar year
Private Health & Dental and Life Insurances
Employee Assistance Program (EAP)
Pension Fund
Gym Discount
Bike2Work
Season Loan Ticket
Reimbursable eye tests and 100 GBP contribution towards VDU glasses only

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.

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