Contact Center Workforce & Scheduling Supervisor (Hybrid, Mexico City)

OpenTable is seeking a Contact Center Workforce & Scheduling Supervisor to lead a global team of Real Time Specialists and Workforce Schedulers. This role is pivotal in ensuring the efficiency and effectiveness of our contact center operations, supporting our mission to help restaurants thrive and diners discover the perfect dining experiences.

The supervisor will be responsible for building and managing a team that oversees real-time activities and workforce scheduling across multiple time zones. Key duties include monitoring staffing levels to meet daily service levels, analyzing performance metrics, and implementing workflow improvements. Additionally, the role involves planning and coordinating off-line activities such as training sessions and meetings, as well as managing outage responses globally.

Candidates should have 2-3 years of experience in workforce management or leading teams within a contact center environment. Essential skills include strong analytical abilities, effective communication, and the capacity to manage multiple complex projects. Proficiency with workforce tools like Talkdesk, Agyle Time, and Salesforce is highly desirable.

OpenTable offers a comprehensive benefits package, including paid parental leave, generous vacation time, and a company-wide week off annually for team rejuvenation. Employees also have access to mental health resources, professional development opportunities, and travel discounts.

Joining OpenTable means becoming part of a dynamic, global team dedicated to innovation and hospitality. We foster a culture where every employee's contribution is valued, providing opportunities for growth and collaboration in a supportive environment.