Workforce Planning Senior Analyst

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.

The Difference You Will Make

The Workforce Management (WFM) Workforce Planning Senior Analyst is vital in ensuring we have the best possible support for our guests and hosts within Customer Support operations. As a Airbnb Workforce Planning Senior Analyst, you will be responsible for leading and driving the allocation of headcount across multiple sites, channels and tiers and be expected to manage these and the relationships with partner WFM teams, capacity planning teams and internal stakeholders. You would be an important part of a fast moving and high profile team and be required to work closely with cross-functional teams to achieve the best results.

A Typical Day

• Lead the generation and deployment of schedules for the organizations, internally and externally depending on language, skill and contact channel
• Manage, build and track/report schedule demand for multiple Services with multiple channels and languages across multiple inbound and back office channels.
• Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing and workflows upon a business.
• Become a subject matter expert and leader in the operations and functions of selected services to ensure the best WFM practices are applied to drive the highest efficiency.
• Lead insights and recommendations to the planning and staffing process based on proven WFM insights for driving change within a service.
• Actively plan for future scenarios, drive insights and strategies for these scenarios and lead communications with stakeholders to have in place for potential challenges.
• Analyse and interpret performance data to identify and implement opportunities to operate more effectively and efficiently
• Effectively communicate across the broader Airbnb team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s.
• Proven track record with Airbnb on leading increasingly complex initiatives. Eg completing the analysis of issues, gaining alignment on actions and implementing and tracking results.
• Participated in accredited Third party upskill training relevant to the role.
• Established an in depth working knowledge of the aspects of the role, planning, forecasting, routing and strategy for given services and working knowledge of other services/tiers.
• Engage, as the WFP single owner, for new initiatives and projects that launch in CS.
• Ability to own the end-to-end WFP processes for a line of business(s)
• Provide cover and proxy for the Regional WFP Manager when and if required.
  
  

Your Expertise

• Bachelor’s Degree or equivalent experience is required.
• Must have a minimum 5 years of experience in a contact center management role.
• Experience with Genesys WFM (preferred) or similar applications (i.e. IEX/NICE, Aspect/eWFM) is a must
• Well-developed problem-solving and analytical skills with attention to detail
• Ability to effectively communicate complex information clearly to a non WFM/technical audience
• Exposure to Interactive Insights, Tableau and SQL preferred
• Eagerness to learn & manage multiple technical systems
• Ability to process large amounts of complex raw data and present in a comprehensible fashion
• Self-motivated and driven, used to being in a fast-paced environment
• Solid knowledge of Excel and Google Docs
• A dedicated team player and relationship builder
• Readiness to travel to other offices nationally and internationally on occasion.
  
  

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.

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