Workforce Management Scheduler in London

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world-class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion. 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 team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

About this role:

• Use Workforce Management software and call volume history to generate schedules 1-6 months out for multiple skills, channels and sites (phone, email, chat, etc.)
• Generate offline activities that meet operational requirements while achieving key performance targets
• Responsible for collaborating with peers and multiple levels of leadership to balance productivity and performance
• Monitor use of off-queue 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 satisfaction
• Serve as subject matter expert for Workforce Management software & ticketing system
• Proposes & suggests enhancements to work procedures and practices to improve efficiency

This is a hybrid role, working with 3 days a week in our London office.

At OpenTable, we’re all about helping restaurants thrive. Behind the scenes, that means having the right people, in the right place, at the right time. We’re looking for a proactive, detail-obsessed Workforce Management specialist who can bring structure, clarity & smart decision-making to a fast-moving, global support environment. You’ll be at the heart of our operations, using data, tools & strong partnerships to keep performance high and experiences seamless for both our teams & our customers.

What you’ll bring:

• Significant experience in workforce management & call centre operations, with hands-on use of tools like Talkdesk, Playvox, Zendesk, Verint & AWS
• Strong knowledge of WFM platforms such as Playvox, Teleopti, Verint & Omni, and how to use them to optimise performance
• Solid understanding of core contact centre metrics including ABN, ASA, AHT & adherence, and how they translate into action
• A customer-first mindset, with proven strengths in problem solving, teamwork, adaptability, planning & decision making
• Confident communicator, able to engage clearly across channels with large, global teams of 100+ people
• Ability to build strong, trusted partnerships with stakeholders across teams, functions & regions
• Highly organised with sharp attention to detail, thriving in fast-paced, deadline-driven environments
• Strong critical thinking skills, able to form hypotheses, interpret data & make smart calls even when data is limited
• Comfortable using tools like Google Docs, Sheets & Excel to analyse, track & communicate insights
• Flexible approach to working hours, including mornings, evenings, weekends & holidays, to support a global operation, paired with a proactive, big-picture & self-starting mindset

Benefits and Perks:

• Flexibility & time off: Enjoy the option to work from almost anywhere for up to 20 days per year, generous vacation time, your birthday off, paid volunteer days, and our annual company-wide recharge week where the whole team takes time to reset.
• Health & wellbeing: Your wellbeing matters to us. We offer private health & dental insurance, company-paid therapy through SpringHealth, a Headspace subscription, and an Employee Assistance Program including 24/7 GP access and legal advice, alongside income protection and life assurance.
• Growth & development: We invest in your career with Development Dollars, leadership development opportunities, and thousands of on-demand learning resources.
• Extra perks: Additional benefits include pension contributions, discounted gym membership, Bike2Work and season ticket loans, Employee Resource Groups, regular social events and Thursday happy hours, plus free lunch in the office twice per week.

Work Environment & Flexibility:

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

Inclusion:

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves. If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.