companyOpenTable, part of Booking Holdings, Inc. logo

Workforce Management Scheduler

Hybrid Full-time

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Experience Level

Experience

Qualifications

What You Will Bring:Proven experience in workforce management and call center operations, with hands-on proficiency in tools such as Talkdesk, Playvox, Zendesk, Verint, and AWS. Extensive knowledge of Workforce Management platforms including Playvox, Teleopti, Verint, and Omni, along with the ability to leverage these tools effectively.

About the job

With over 25 years of experience and a network of 60,000+ restaurant partners, OpenTable is a leading force in the restaurant industry, dedicated to helping dining establishments flourish. Our state-of-the-art technology allows restaurants to concentrate on their core priorities—their team, their guests, and their profitability—while enabling diners to discover and book their ideal restaurant for any occasion.

At OpenTable, every team member plays a vital role in shaping our operations and culture. Join our global team, which encompasses a suite of metasearch brands where hospitality is not just a service but a defining aspect of our ethos.


About the Role:

  • Utilize Workforce Management software and historical call volume data to create schedules for various skills, channels, and locations (phone, email, chat, etc.) up to 6 months in advance.
  • Develop offline activities that align with operational needs while achieving key performance indicators.
  • Collaborate with colleagues and leadership at various levels to optimize productivity and performance.
  • Track off-queue activities to ensure departmental shrink goals are met for each line of business.
  • Identify emerging trends, assess their impact on the business, and recommend strategies to maintain performance standards.
  • Conduct root cause analyses as required to enhance daily operations and boost customer satisfaction.
  • Act as a subject matter expert for Workforce Management software and ticketing systems.
  • Propose improvements to workflows and practices to enhance efficiency.

This is a hybrid position, requiring attendance in our London office for 3 days each week.


At OpenTable, our mission is to empower restaurants to succeed. This means ensuring we have the right talent, in the right roles, at the right times. We are seeking a proactive and detail-oriented Workforce Management Scheduler who can bring structure, clarity, and informed decision-making to our dynamic, global support environment.

You will be integral to our operations, leveraging data, tools, and strong partnerships to uphold high performance and seamless experiences for our teams and customers alike.

About OpenTable, part of Booking Holdings, Inc.

OpenTable, part of Booking Holdings, Inc., is a premier platform dedicated to enhancing the dining experience by connecting diners with restaurants across the globe. We are committed to fostering restaurant growth and ensuring exceptional service through innovative technology.

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