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Support Manager

Company: OpenTable
Location: London
Posted on: April 9, 2021

Job Description:

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. About the role: 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 About You: 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 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, Teleopti, MicroStrategy Can demonstrate the ability to take provided reporting and establish team level action plan to correct behaviors About OpenTable OpenTable , part of--Booking Holdings, Inc. --(NASDAQ:--BKNG ), powers reservations for the hospitality industry. OpenTable's software seats more than 1 billion people per year and helps more than 60,000 restaurants, bars, wineries and other venues attract guests, manage capacity, improve operations and maximize revenue. Diversity and Inclusion at OpenTable/ KAYAK We aspire to have a workplace that reflects all of the diverse communities we serve. We know that when we have diverse teams we produce more innovative ideas, products, services, and better business outcomes for our stakeholders. OpenTable/KAYAK is proud to be an Equal Opportunity Employer and we welcome and encourage candidates from all backgrounds and experiences to apply for roles on our team. Whoever you are, just be you. KAYAK or OpenTable (as the case may be) will process your personal data in accordance with data protection law for the purposes described in our privacy notice (Germany and All Other Locations ). As part of the application process KAYAK/OpenTable may share your personal data across our group of companies. In order to consider you for new positions, KAYAK/OpenTable may keep your personal data for 6 months (within the EU) and 2 years (in all other regions), unless otherwise required by applicable law. U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at OpenTable are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: OpenTable, Fort Smith , Support Manager, Executive , London, Arkansas

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