Careers Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.
About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
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
- Performance reporting with strong footprint of WFM metrics, RCA and story telling using trend and current performance
- 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 with hands-on experience on scheduling, capacity planning, trend analysis
- 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.
Hybrid Work Requirements & Expectations: To support productivity and maintain a professional hybrid work environment, employees are expected to adhere to the following:
- Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
- Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
- Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
- Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.
Offices: Gurugram, India