Workforce Management Supervisor (Hybrid, London Office)

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.

In this role, you will:

• Build and lead a team of Real Time Specialists and Workforce Schedulers globally.
• Serve as a subject matter expert for contact center systems and tools including but not limited to: Telephony, Workforce Management and CRM systems.
• Participate in planning for off-line activities to support operations needs including training and meetings.
• Monitor staffing levels to ensure consistent achievement of daily service levels and performance metrics by actively managing real-time activities.
• Consistently debrief on days of underachievement and implement opportunities for improving workflow processes.
• Communicate and interact effectively with operations and leadership to provide information in a timely manner.
• Monitor, coach, train, and provide constructive feedback to employees.
• Administer corrective or disciplinary action when appropriate and create personalized action plans for improvement.
• Create, maintain, and ensure departmental policies and procedures are documented, communicated, and well organized.
• Serve as the owner of Outage Management for Support globally.
• Manage special projects as assigned by Leader.

About You:

• Uses independent judgment requiring analysis of variable factors and determine the best course of action.
• Ability to handle multiple competing priorities and deadlines with attention to detail.
• Strong understanding of OpenTable's business, core values, and goals.
• Ability to lead and partner successfully with agents, leadership, and other teams.
• Strong analytical, verbal and written communications skills.
• Ability to manage multiple, complex, ongoing tasks and projects.
• High level of integrity, judgment and follow through.
• Strong coaching, people, and leadership skills.

Promote Change/Transformation:

• Manage change and transformation to deliverables.
• Remain flexible and adaptable to effectively manage a global team across multiple time zones, ensuring clear communication, cultural sensitivity, and seamless collaboration.

Please apply if:

• 2-3 years of Workforce experience and/or 2-3 years of experience leading teams in a contact center.
• Proven success with building, leading, and motivating a team.
• Strong analytical and behavioural problem-solving skills.
• An understanding of contact center KPIs.

Benefits and Perks:

• Work from (almost) anywhere for up to 20 days per year.
• Focus on mental health and well-being: Company-paid therapy sessions through SpringHealth, Company-paid subscription to HeadSpace.
• 5 floating holidays.
• Paid parental leave.
• Generous paid vacation + time off for your birthday.
• Paid volunteer time.
• Focus on your career growth: Development Dollars, Leadership development, Access to thousands of on-demand e-learnings.
• Travel Discounts.
• Employee Resource Groups.
• 5 weeks paid vacation.
• Private health & dental insurance.
• Income protection and life assurance.
• Employee Assistance Program - including 24/7 GP & free legal advice.
• Pension plan contributions.
• Discounted gym membership.
• Bike2Work.
• Season ticket loan.
• Social events & Thursday happy hours.
• Free lunch 2 days per week.

Diversity, Equity, and Inclusion:

At OpenTable/KAYAK, we aspire to be a workplace that fosters inclusion and reflects the diverse communities we serve. Hiring people with different backgrounds and perspectives is critical to innovation and to how we deliver great experiences for our users, partners, and teams. We strive to be an open and welcoming environment so that no matter who you are, you can be yourself. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation(s).