About the job
OpenTable, a subsidiary of Booking Holdings, Inc. (NASDAQ: BKNG), is a leading platform with over 60,000 restaurant partners and millions of diners worldwide. With a rich history of more than 25 years, we are dedicated to empowering restaurants to focus on their core values – their team, their guests, and their profitability – while providing diners with the opportunity to discover and book the perfect restaurant for any occasion.
At OpenTable, each team member plays a crucial role in shaping our services and culture, which is deeply rooted in hospitality and care for others. Join a globally diverse team that includes a variety of metasearch brands, where your contributions matter.
Please submit resumes in English.
About the Role:
We are seeking dedicated Real Time Specialists to oversee the daily operations of our 24/7/365 support centers. In this role, you will manage workforce management processes, including real-time monitoring, scheduling, and change management to ensure we meet our key performance indicators (KPIs). You will serve as the primary point of contact for supervisors and senior management concerning service level information and KPI reporting.
Your responsibilities will include delivering insightful reports to leadership and making recommendations to help achieve our KPIs. You will act as the first line of support during outages, staffing issues, or other unforeseen circumstances, coordinating with key stakeholders to balance workloads until solutions are found.
In addition to traditional RTS duties, you will handle time off requests, schedule activities for the upcoming week, and assist with real-time skill assignments using our telephony tools. Collaboration with global stakeholders across our Denver, London, and Australian offices will be essential, covering multiple business lines.
Primary Responsibilities:
- Prioritize workloads based on service level targets by suggesting solutions to address and close performance gaps, including proactive measures to enhance operational effectiveness.
- Advise operations on optimal times for offline activities.
- Process near-term time off requests, including same-day requests, while monitoring employee attendance.
- Input real-time exceptions into the WFM software corresponding with agent activity states (e.g., ad hoc training, one-on-ones, or other schedule changes).
- Monitor agent adherence and schedule compliance, providing necessary insights and recommendations.