Workforce Management Analyst

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
• 2+ 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

Country Description:

Our Gurgaon office is home to a strong team of individuals who have an insightful and deep

understanding of our Indian business. They are one of the most hospitable teams on the

planet and welcome all with open arms.