Workforce Management Scheduler

• Use Workforce Management software and call volume history to generate schedules 1-6 months out for multiple skills, channels and sites (phone, email, chat, etc.)
• Generate offline activities that meet operational requirements while achieving key performance targets
• Responsible for collaborating with peers and multiple levels of leadership to balance productivity and performance
• Monitor use of off-queue activities to ensure global departmental shrink goals are met by each LOB
• Ability to identify emerging trends, measure impact to the business, and make recommendations to get back to green
• Provides root cause analysis as needed to improve day to day operations & customer satisfaction
• Serve as subject matter expert for Workforce Management software & ticketing system
• Proposes & suggests enhancements to work procedures and practices to improve efficiency

This is a hybrid role, working with 3 days a week in our London office. 

At OpenTable, we’re all about helping restaurants thrive. Behind the scenes, that means having the right people, in the right place, at the right time. We’re looking for a proactive, detail-obsessed Workforce Management specialist who can bring structure, clarity & smart decision-making to a fast-moving, global support environment.

You’ll be at the heart of our operations, using data, tools & strong partnerships to keep performance high and experiences seamless for both our teams & our customers.

• Significant experience in workforce management & call centre operations, with hands-on use of tools like Talkdesk, Playvox, Zendesk, Verint & AWS
• Strong knowledge of WFM platforms such as Playvox, Teleopti, Verint & Omni, and how to use them to optimise performance
• Solid understanding of core contact centre metrics including ABN, ASA, AHT & adherence, and how they translate into action
• A customer-first mindset, with proven strengths in problem solving, teamwork, adaptability, planning & decision making
• Confident communicator, able to engage clearly across channels with large, global teams of 100+ people
• Ability to build strong, trusted partnerships with stakeholders across teams, functions & regions
• Highly organised with sharp attention to detail, thriving in fast-paced, deadline-driven environments
• Strong critical thinking skills, able to form hypotheses, interpret data & make smart calls even when data is limited
• Comfortable using tools like Google Docs, Sheets & Excel to analyse, track & communicate insights
• Flexible approach to working hours, including mornings, evenings, weekends & holidays, to support a global operation, paired with a proactive, big-picture & self-starting mindset

At OpenTable, we pride ourselves on fostering a global and dynamic work environment. As a team member with us, you will benefit from a schedule tailored to accommodate a global workforce operating across multiple time zones. While the majority of your responsibilities may align with conventional business hours, there will be instances where you are expected to manage communications - via calls, Slack messages, or emails - outside of regular working hours to effectively collaborate with international colleagues, respond to restaurant partners, and/or address urgent matters. OpenTable will always abide by and consider local laws and regulations.

We’re committed to creating a workplace where everyone feels they belong and can thrive. We know the best ideas come when we bring different voices to the table, so we're building a team as dynamic as the diners and restaurants we serve—and fostering a culture where everyone feels welcome to be themselves.

If you need accommodations during the application or interview process, or on the job, we’re here to support you. Please reach out to your recruiter to request any accommodations.