Workforce Management Supervisor (Hybrid, London)
- London
- Permanent
- Full-time
- Build and lead a team of Real Time Specialist 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
- 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
- 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
- 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
- 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