WFM 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. 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

Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT, etc.) with an ability to incorporate insights into planning Deep execution on Queue management, while effectively communicating strategies, processes across Broader Airbnb team and our Outsourced Partners Strong skills in information gathering, data collection with analysis, and reporting SLA performance to broader domains Performance reporting with strong footprint of WFM metrics, RCA with supported narratives using trends and current performance Support site-level resources with real-time management of schedule adherence and analyze performance data to identify opportunities to operate more effectively and efficiently Communicate clearly and empathetically around strategies and business needs; build 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 dynamic situations: They require the ability to work effectively in a fast-pace situation and to handle multi-dimensional work, 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 Minimum 5 years WFM experience with hands-on experience on Queue management, understanding of scheduling with ability to read data as trend analysis. Comfortable working as an RTA Proactive problem solver; able to see big picture and streamline current processes while planning for business improvements Effective communicator and relationship builder Able to travel to other offices nationally and internationally on occasion Work weekends and holidays as business needs Strong attention to detail Experience with Genesys WFM or similar applications (i.e.,IEX, Tableau, Superset, Salesforce) Ability to learn & manage multiple technical systems Solid knowledge of Excel and Google sheet