Real Time Specialist
OpenTable is seeking a Real Time Specialist to join our team in Mexico City, Mexico. This role is integral to managing the day-to-day operations of our 24/7/365 support centers, ensuring optimal workforce management and service levels. As part of OpenTable, a leader in restaurant reservation technology, you'll contribute to our mission of helping restaurants thrive by providing exceptional support and operational efficiency.
In this position, you will oversee real-time workforce management processes, including scheduling and change management, to meet key performance indicators (KPIs). Responsibilities include monitoring agent adherence, processing time-off requests, managing telephony systems, and providing reports to leadership. Additionally, you'll serve as the first line of support during outages or unforeseen events, coordinating with stakeholders to balance workloads and maintain service levels.
The ideal candidate has 1-2 years of experience in a contact center environment, proficiency with GSuite and Excel, and the ability to handle confidential information appropriately. Strong interpersonal communication skills, both written and verbal, are essential, along with a customer-focused approach and problem-solving abilities. Familiarity with contact center metrics such as service level and average handle time is also required.
OpenTable offers a comprehensive benefits package, including the flexibility to work from various locations for up to 20 days per year, company-paid therapy sessions, a subscription to Headspace, and a company-wide week off annually for team rejuvenation. Additional benefits encompass paid parental leave, generous paid vacation, paid volunteer time, development opportunities, travel discounts, and participation in employee resource groups. Employees in Mexico receive a 30-day Christmas bonus, 20 days of paid time off annually, a 25% vacation premium, private health, dental, and life insurance, as well as monthly social events and happy hours.
At OpenTable, we foster a global and dynamic work environment, accommodating a workforce across multiple time zones. While most responsibilities align with conventional business hours, there may be instances requiring communication outside regular hours to collaborate with international colleagues or address urgent matters. We are committed to creating an inclusive workplace where everyone feels they belong and can thrive, valuing diverse voices to drive innovation and better serve our restaurant partners and diners.