Workforce Management Supervisor (Hybrid, Mexico City)

OpenTable is seeking a Workforce Management Supervisor to join our team in Mexico City. This role involves leading a global team of Real-Time Specialists and Workforce Schedulers, ensuring efficient operations within our contact centers. As part of OpenTable, a leader in restaurant reservation technology, you'll contribute to enhancing the dining experience for millions of users worldwide.

In this position, you will oversee staffing levels to consistently meet daily service levels and performance metrics. Your responsibilities include actively managing real-time activities, planning for off-line operations such as training sessions, and serving as a subject matter expert for contact center systems, including telephony, workforce management, and CRM tools. Additionally, you'll be responsible for outage management and leading special projects as assigned.

The ideal candidate will have 2-3 years of experience in workforce management or leading teams in a contact center environment. Strong analytical and problem-solving skills are essential, along with a solid understanding of contact center KPIs. Proven success in building, leading, and motivating teams is also required.

OpenTable offers a comprehensive benefits package, including paid parental leave, generous paid vacation, and a Christmas bonus equivalent to 30 days' pay. Employees also enjoy private health, dental, and life insurance, as well as monthly social events and happy hours.

Joining OpenTable means becoming part of a company that values hospitality and teamwork. We are committed to creating a workplace where everyone feels they belong and can thrive, fostering a culture where employees are encouraged to be themselves and contribute to our shared success.