Workforce Management Scheduler
OpenTable
- London
- Permanent
- Full-time
- Use Workforce Management software and call volume history to generate schedules 1-3 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 efficiency and performance
- Supervise 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 happiness
- Serve as subject matter expert for Workforce Management software & ticketing system
- Proposes & suggests improvements to work procedures and practices to improve efficiency
- 2-3 years experience in workforce/call center operations
- Knowledge of common WFM Suites (Playvox, Teleopti, Verint, etc.)
- Strong customer focus with proven success in problem solving, teamwork, adaptability, planning, and decision making
- Knowledge and understanding of key call center performance metrics such as ABN, ASA, AHT, adherence, etc.
- Strong organizational skills with a high attention to detail
- Clear and concise, written and verbal communication both in person and via email/chat
- Intermediate knowledge of Google Docs, MS Excel and Google Sheets
- Ability to work flexible scheduling to help drive continuity between all regions within the organization. (This may include nights/mornings/mids, weekends, holidays, and flexible shifts.)
- Forward thinking, self starter on solutions, and big picture mindset
- Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable
- Working in fast paced deadline driven environments with a focus on accuracy and attention to detail
- You have the ability to handle confidential and sensitive information in a manner consistent with OpenTable policies
- Ability to establish positive relationships with key stakeholders, both internal and external
- Receptive and actively seeks feedback
- You will accrue 25 vacation days per year in addition to statutory UK Bank Holidays
- One Celebration Day per calendar year
- Private Health & Dental and Life Insurances
- Employee Assistance Program (EAP)
- Pension Fund
- Gym Discount
- Bike2Work
- Season Loan Ticket
- Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
- Perkbox & Booking.com business discounts