Real Time Specialist Supervisor

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality.We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.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 network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.Hospitality is all about taking care of others, and it defines our culture.You'll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.**In this role, you will**:- Build and lead a team of Real Time Specialist and Workforce Schedulers globally- Participates 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, on-going 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- 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 behavioral problem solving skills- An understanding of contact center KPIs**Desired Experience**:- Experience with Workforce tools such as Talkdesk, Agyle Time, Salesforce, etc.- Strong communication skills: active listening, writing/ typing, informal communication- Ability to build and maintain reporting- Ability to establish strong partnerships with internal work groups- Critical thinking skills in formulating hypotheses, interpreting results, and being able to make educated guesses when data may be sparse or unavailable.- Ability to work under pressure and within tight deadlines**Benefits**:- OpenTable provides Mexican Social Security (IMSS)- Christmas Bonus - 30 days- Paid Time Off - 20 days a year- Vacation Premium - 25%- Parental Leave- Bereavement Leave - 3 days- Bonuses- Dental Insurance & Life Insurance- Major Medical Insurance**Diversity, Equity, and Inclusion**:OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming.Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners.Representation matters.LI-BR1