Real Time Specialist

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 that includes its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

Please submit resumes in English.

About the Role:

OpenTable is looking for a team of Real Time Specialists to help manage the day to day of our 24/7/365 support centers.

You will be responsible for managing the workforce management processes including real-time, scheduling and change management to ensure that KPIs are met. In addition, this position also serves as the central point of contact for supervisors and senior management as related to service level information and KPI reporting.

You will provide relevant reporting to leadership while making recommendations to achieve all KPI’s. You are the first line of support in the event of an outage, a staff impacting event, or other unforeseen circumstance requiring coordination with key stakeholders in order to assist with workload balancing until a resolution can be found. 

In addition to traditional RTS responsibilities, you’ll administer time off approvals, schedule activities occurring within 7 business days, and assist with real time skilling in our telephony tools. You will work with a multitude of stakeholders globally in our Denver, London and Australian sites across multiple lines of business. 

Primary Responsibilities:

• Ability to prioritize workloads based on service level targets by recommending solutions to narrow or close performance gaps including but not limited to taking immediate action to drive operational effectiveness

• Provide recommendations to operations as to optimal times for offline activities

• Processing of near term time off requests including same day time off as well as monitoring the  employee attendance line

• Enter real time exceptions into the WFM software that align with agent activity states (ad hoc training, 1:1s, or other schedule deviations)

• Monitor agent adherence and schedule compliance, advising management of outliers

• Basic maintenance of telephony system including troubleshooting issues and opening tickets with vendors

• Create reports to keep key stakeholders informed of contact center performance and customer experience

• Other Workforce Management related duties as assigned

Qualifications:

• Minimum 1-2 years experience in a contact center environment 

• Basic knowledge of GSuite (Docs, Sheets, Pages, etc.) as well as Excel

• Ability to handle confidential and sensitive information in a manner consistent with OpenTable policies

• Demonstrate working knowledge and adherence to all P&C & WFM policies, procedures, guidelines, and practices

• Ability to work independently with minimal supervision

• Good interpersonal communication including both written and verbal communication to all levels including but not limited to agents, seniors, management, and senior leadership

• Strong customer focus with demonstrated success in problem solving, teamwork, adaptability, planning, and decision making

• Basic understanding of contact center key performance metrics such as service level, average handle time, adherence, etc.

• Ability to work within OpenTable hours of operation, including nights & weekends

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

  • Company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)

• 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

• Christmas Bonus - 30 days

• 20 days of paid time off a year

• 25% vacation premium

• Private health, dental, and life insurance

• Monthly social events and happy hours

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.