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WFM Analyst

India
Role overview Application

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

What you’ll do

  • Analyze data and metrics to identify the customer service level that Airbnb is providing; proactively identify opportunities for operational improvement
  • Effectively communicate across the broader Airbnb team and our outsource partners
  • Support time-off and shift-swaps requests
  • Support adding and removing new hires and leavers from WFM systems.
  • Support site-level resources with real-time management of schedule adherence and
  • Analyze performance data to identify opportunities to operate more effectively and efficiently
  • Keep senior leadership informed of status and performance
  • Communicate clearly and empathetically around schedules and business needs; built trust and transparency
  • Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
  • Ability to handle pressure: They require the ability to work effectively in a fast-pace situation and to handle stress, as well as to adapt to rapid changes in information, process, direction, or immediate workflow.

What you need to succeed

  • Well-developed problem-solving and analytical skills
  • 3+ years WFM experience in a complex contact center environment
  • Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
  • Effective communicator and relationship builder
  • Able to travel to other offices nationally and internationally on occasion
  • Work weekends and holidays as business needs require
  • Strong attention to detail
  • Experience with Genesys WFM or similar applications (i.e., Blue Pumpkin/Verint, IEX, Aspect/eWFM)
  • Ability to learn & manage multiple technical systems
  • Solid knowledge of Excel

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.