Workforce Planning & Performance Supervisor (Hybrid, Mexico City)

OpenTable is seeking a Workforce Planning & Performance 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, contributing directly to our mission of helping restaurants thrive.

The supervisor will be responsible for monitoring staffing levels to achieve daily service levels and performance metrics, actively managing real-time activities, and implementing workflow improvements. Additionally, the role involves serving as a subject matter expert for contact center systems, including telephony, workforce management, and CRM tools. The supervisor will also oversee outage management for support globally and manage special projects as assigned.

Candidates should have 2-3 years of experience in workforce management or leading teams in a contact center environment. Proven success in building, leading, and motivating teams is essential. Strong analytical and problem-solving skills, along with a solid understanding of contact center KPIs, are required. Experience with workforce tools such as Talkdesk, Agyle Time, or Salesforce is desirable.

OpenTable offers a comprehensive benefits package, including the ability to work from almost anywhere for up to 20 days per year, company-paid therapy sessions, a subscription to Headspace, paid parental leave, generous paid vacation, and private health, dental, and life insurance. Employees also enjoy monthly social events and happy hours.

Joining OpenTable means becoming part of a global team that values hospitality and collaboration. The company fosters a culture where everyone feels welcome to be themselves, with a focus on career growth and development through access to thousands of on-demand e-learnings and leadership development opportunities.