Customer Operations Manager - Contact Centre (Hybrid, London)

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.

OpenTable is in search of an experienced Support Manager with strong leadership skills and a "roll-up-your sleeves" work ethic to help support a team of Customer Service Supervisors. We are looking for someone who knows how to support a growing, successful workplace while still having fun!

Your top priority is to coach and motivate team members to successfully deliver excellence in all aspects of the Customer Experience. You will be responsible for the overall development of the members of your team while ensuring all performance expectations are met or exceeded consistently.

• This will be a Hybrid role with expectations to work from our London office

In this role, you will:

• Lead a team Supervisors who are each developing teams of 10 Customer Service Representatives
• Oversee execution of projects, Implement process improvement initiatives and measure the success
• Analyze team performance data, identify areas of opportunities and look at all aspects of the business 6 months ahead to plan accordingly
• Be a mentor to your team, sharing standard methodologies, and supporting growth
• Be responsible for performance management, corrective actions, and terminations
• Help Supervisors identify and address specific areas of focus to compel agent performance
• Create and develop coaching plans for Supervisor team and identify development opportunities
• Drive your team to consistently deliver amazing customer experiences and right resolutions
• Host effective team meetings with open discussions and shared learning experiences
• Work hand in hand with peers to drive continuous improvement throughout the business
• Inspect your team's effectiveness in completing daily/weekly task
• Craft action plans to transform team and site performance
• Will treat all members of the team fairly and equally

Please apply if:

• Have a minimum 4+ years' experience developing a team preferably in a multi-channel contact center environment
• Consistent inspection of performance and ability to use probing questions to reach a root cause with Supervisors to drive the end results
• Offer validated mentorship skills, with shown ability to listen, identify root cause, creatively problem-solve, and impact individual and team performance
• A record of strong performance, exceeding expectations through consistent and positive mentoring and development practices
• Appropriately articulate complex issues in an easy to understand manner to a variety of audiences
• Display strong analytical and behavioral problem-solving skills
• Focus on solutions, not problems
• Know their way around Windows, Mac OS X, Microsoft Office, and Google Docs. Bonus points for experience with Learning Management Systems and tools
• Understand basic computer and home networking terminology (operating systems, browsers, routers, modems, etc.)
• Readily deliver (and accept) open and honest feedback, with an eye towards ongoing improvements
• Can articulate and instruct the DCSO Coaching Culture to direct reports
• An in-depth knowledge of all reporting in excel, SF, WF systems, MicroStrategy, Super Set
• Can demonstrate the ability to take provided reporting and establish team level action plan to correct behaviors

Benefits

• Vacation: you accrue 25 days a year or 33 days for our CSR Team
• One Celebration Day per calendar year
• Private Health & Dental and Life Insurances
• Employee Assistance Program (EAP)
• Pension Fund
• Gym Discount
• Bike2Work
• Season Loan Ticket
• Reimbursable eye tests and 100 GBP contribution towards VDU glasses only
• Perkbox & Booking.com business discounts

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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