Workforce Management Scheduler
OpenTable is seeking a proactive Workforce Management Scheduler to join our dynamic team in London. As a leader in the restaurant reservation industry, we connect millions of diners with over 60,000 restaurant partners worldwide. This role is integral to ensuring our support operations run smoothly, enabling restaurants to thrive and diners to enjoy seamless experiences.
In this position, you will utilize Workforce Management software and historical call volume data to create schedules spanning 1 to 6 months for various skills, channels, and sites, including phone, email, and chat. You will generate offline activities that align with operational requirements while achieving key performance targets. Collaboration with peers and leadership is essential to balance productivity and performance, and you will monitor off-queue activities to ensure departmental goals are met. Additionally, you will identify emerging trends, conduct root cause analyses, and propose enhancements to improve daily operations and customer satisfaction.
The ideal candidate will have significant experience in workforce management and call center operations, with hands-on use of tools such as Talkdesk, Playvox, Zendesk, Verint, and AWS. A strong understanding of Workforce Management platforms like Playvox, Teleopti, Verint, and Omni is required, along with knowledge of core contact center metrics including ABN, ASA, AHT, and adherence. A customer-first mindset, proven problem-solving abilities, teamwork, adaptability, and strong communication skills are essential. The role also demands high organizational skills, attention to detail, and flexibility in working hours, including mornings, evenings, weekends, and holidays, to support our global operations.
We offer a comprehensive benefits package, including the option to work from almost anywhere for up to 20 days per year, generous vacation time, paid volunteer days, and an annual company-wide recharge week. Health and wellbeing benefits include private health and dental insurance, company-paid therapy sessions, a Headspace subscription, and an Employee Assistance Program. Additional perks encompass pension contributions, discounted gym memberships, Bike2Work and season ticket loans, Employee Resource Groups, regular social events, and free lunch in the office twice per week.
At OpenTable, we foster a culture of inclusion and belonging, valuing diverse perspectives to drive innovation and deliver exceptional experiences for our users and partners. We are committed to supporting your career growth through development opportunities and leadership programs. If you are passionate about making a tangible impact in a global team and thrive in a fast-paced environment, we encourage you to apply.