IT Technical Advisor Specialist managing and optimizing contact center technologies for seamless customer experience. Ensuring technical support and system performance in a collaborative environment.
About the role
- Contact Center Workforce & Scheduling Supervisor leading global teams at OpenTable. Building and motivating a high-performance workforce to achieve excellence in customer support across varied time zones.
Responsibilities
- 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
Requirements
- 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
- 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
- Ability to manage multiple, complex, on-going tasks and projects
Benefits
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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