Real-Time Specialist (remote) Job Vacancy in OpenTable New South Wales – Updated today

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Full Details :
Company Name : OpenTable
Location : New South Wales
Position :

Job Description : About OpenTable:
OpenTable, part of Booking Holdings Inc. (NASDAQ: BKNG), is the world’s leading provider of online restaurant reservations. Since its inception in 1998, OpenTable has seated more than 1.5 billion diners in over 20 countries. The Company is headquartered in San Francisco, California, and the OpenTable service is available throughout the United States, Australia, Canada, Germany, Japan, Mexico, the UK and many more locations.
As an employee of OpenTable, you will join a global network that includes OpenTable and KAYAK’s portfolio of meta-search brands including Momondo, Cheapflights, Swoodoo, Checkfelix and Mundi. Together, we’re able to help people experience the world through dining and travel.
The Position:
OpenTable is seeking a Real-Time Specialist to be the central point of contact for service level information, reporting and recommendations to achieve critical metrics. To ensure Key Performance Indicators are met you are responsible for leading the workforce management processes, including real-time, scheduling, assisting in managing the day to day of our 24/7/365 customer support and change management.
In this position you are the first line of support in the event of an outage, a staff impacting event, or other unforeseen circumstance requiring coordination with key partners in order to assist with workload balancing until a resolution can be found. You will have the opportunity to collaborate with team members globally, including Denver, London and Australian sites and across multiple lines of business.
Responsibilities:
Prioritise workloads based on service level targets by recommending solutions to narrow or close performance gaps, including taking immediate action to drive operational efficiency.
Provide recommendations to operations for optimal times of offline activities.
Process near term, same day time-off requests and monitor the employee attendance line
Enter real-time exceptions into the WFM software that align with agent activity states (ad hoc training, 1:1s, or other schedule deviations)
Supervise agent adherence and schedule compliance, advising management of outliers
Coordinate time off approvals, schedule activities occurring within seven business days, and assist with real-time skilling in our telephony tools.
Basic maintenance of telephony system including troubleshooting issues and opening tickets with vendors.
Build reports of contact centre performance and customer experience
Other Workforce Management related duties as assigned
Skills & Experience:
Minimum 1-2 years experience in a contact centre environment.
GSuite and MS Office.
Knowledge and adherence to all PC & WFM policies, procedures, guidelines, and practices.
Discretion to handle critical and highly confidential information appropriately, in a manner consistent with OpenTable policies.
Solution-orientated, self-starter that can work independently and as part of a distributed team, with the ability to collaborate and interact well at all levels of the organisation.
Customer-centric focus with proven success in problem-solving, collaboration, adaptability, planning and decision making.
Understanding of key performance metrics; service level, average handle time and adherence.
Benefits:
Work from “Almost” Anywhere! No minimum days are required in the office.
Mental Health Well-being: 6 company paid therapy sessions, subscription to a meditation app, wellbeing speaker series and resources.
Annual Health and Wellness Reimbursement.
1 floating day off per year to celebrate your birthday or another occasion of your choice!
Additional company sponsored holidays twice a year.
Monthly catered office events.
Learning and Development opportunities.
Universal Paid Parental leave
Diversity and Inclusion:
We seek to have a workplace that reflects all of the communities we serve. We know that we produce more creative ideas, products, and better outcomes with diverse teams. OpenTable is proud to be an Equal Opportunity Employer, and we encourage candidates from all backgrounds and experiences to apply for roles.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform job responsibilities, and receive other benefits and privileges of employment. Please contact us to request accommodation.
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