Workforce Planning Analyst

2 weeks ago

London, United Kingdom OpenTable Full time

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

As a Workforce Planning Analyst at OpenTable, you will work with Support Leadership to improve the customer experience provided by the organization. Your job duties will include:

In this role, you will:

  • Developing staff schedules
  • Collecting staff performance data and customer feedback data
  • Reviewing and analyzing relevant data to identify problem areas
  • Preparing workforce analysis reports for company leadership to inform their policies and decision-making processes

This role will also involve collaborating with key stakeholders to identify staffing needs, scheduling opportunities, and skilling requirements, with a focus on improving operational efficiency and enhancing the overall customer experience.

Your work will play a crucial role in determining the allocation of staff and resources, as well as shaping recruitment and professional development strategies to meet the evolving needs of the organization. By providing actionable insights drawn from historical metrics and performance analysis, you will contribute to the optimization of resources and the development of strategies to drive the business forward. Additionally, you will serve as a subject matter expert for contact center systems and tools, leveraging your expertise to support the achievement of KPIs across all channels and locations.

Please apply if:

  • Bachelor's Degree in Data Analytics or related field preferred or equivalent education and experience
  • 1+ years experience in a data analytics environment
  • Knowledge and understanding of key call center performance metrics such as service level, AHT, adherence, etc
  • Intermediate knowledge of workforce and contact center systems and processes
  • Ability to make recommendations based upon analysis, data and input from peers and management
  • Intermediate to advanced knowledge of Excel and G-Suite
  • Strong analytical and problem-solving skills
  • Strong verbal and written communication skills
  • Strong collaboration and relationship-building skills
  • Strong attention to detail

A few of the benefits you get at OpenTable—

  • Work from (almost) anywhere; wherever you do your best work
  • Focus on mental health and well-being
  • Company paid therapy sessions through SpringHealth
  • Company paid subscription to HeadSpace
  • Company-wide weeks off each year - the whole team fully recharges (and returns without a pile-up of work)
  • Generous paid parental leave
  • Generous paid vacation + time off for your birthday
  • Paid volunteer time
  • Health, dental & vision plans
  • 401k with company match
  • Focus on your career growth
  • Enriched learning and development opportunities
  • Leadership development
  • Access to thousands of on-demand e-learnings
Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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