Senior Routing & Channel Optimisation Coordinator jobs at Airbnb in Ireland, Dublin

The Community you will join:

This role also plays a key part in, so you’ll need to be comfortable creating and presenting
executive summaries, reports, and data-driven storiesthat influence decision-making across the business.

You’ll be part of a global team, supporting high-priority projects such as product launches, escalations, or deep dives into Customer Support (CS) interactions. You’ll be expected to work independently, lead initiatives, and collaborate effectively across teams, functions, and time zones.

The difference you will make:

• Provide daily support for Quality programs.
• Design and oversee deep-dive projects for regional QIA teams to drive service improvements, managing through to project completion.
• Execute QI and ad-hoc after-action reviews.
• Use transaction monitoring insights to develop targeted continuous improvement initiatives for customer service enhancements.
• Participate in and lead global calibration sessions with internal and partner teams to standardise Quality monitoring and Problem Solving methodologies.
• Provide feedback on coaching effectiveness for internal and partner Team Leads, fostering a coaching culture.
• Coach CS agents to achieve Quality program standards.
• Act as the Quality representative for other CS teams (e.g., CM, BPI, Training) and contribute to relevant projects.
• Collect, analyse, and propose changes derived from Support Ambassador roundtable insights at internal and partner sites.
• Travel to partner sites to implement, train, and run key QA initiatives (e.g., onboarding workshops, certifications).
• Master CS policies, procedures, and workflows, ensuring timely knowledge updates for regional QIA teams.
• Conduct spot checks on Quality Analysts and report findings to their QA Leads/Managers.
• Recommend actions to improve based on QA dashboard outcomes.
• Up-skill in relevant or new service tiers when needed.
• Lead Quality at partner sites if required.

A typical day:

• Pursuing Excellence ; setting the highest standards for the quality of work produced while holding yourself and others accountable
• Collaborative ; skilled working with cross-functional peers/teams
• Presenting and Influencing ; ability to develop action plans, business cases and data driven reporting that you would present to all levels of the organisation
• Coaching ; You objectively analyse performance and provide regular feedback. You modify your approach to suit your audience. Ability to maintain high levels of confidentiality while providing analysis and coaching.Maintain high levels of confidentiality while performing analysis and coaching
• Solving Problems ; You quickly identify root causes as well as subtle, hidden issues. You use logic to propose effective solutions to a variety of problems. You dig deeper and utilize all available resources to reach the best possible solution.
• Managing Time Efficiently ; You prioritise correctly, focusing your efforts on the things that are most important. You stay organised to ensure successful multitasking.

Your Expertise:

• Extensive experience in a Quality Assurance, Quality Analyst, or Quality Specialist role within a high-volume Customer Experience or Customer Support environment
• Proven track record of evaluating customer interactions, spotting trends, and delivering actionable insights
• Strong experience working cross-functionally with teams such as Training, BPI, and Operations to drive quality improvements and enhance the customer journey
• Working knowledge of contact center end to end processes
• Working knowledge of customer service assessment tools, i.e., Net Promoter System
• Working knowledge of google suite, including sheets
• Experience leading, inspiring and motivating others to meet goals and metrics
• Passionate about setting a high bar of exceptional customer service
• Highly-developed analytical and critical-thinking skills
• Ability to spot trends in data and provide recommended actions to drive performance
• Excellent written and verbal communication skills
• Ability to obtain COPC certification
• Bachelor’s degree required
• Travel to partner sites expected up to 20%
• Work with Operations teams in the region to address escalated issues, dips in performance and the roll out of new Quality initiatives to drive performance.
• Ability to create and deliver presentations to the organisation

Offices: Dublin, Ireland

A Typical Day:

• Collaborate with technical teams to drive optimisation of the routing rules and flows to ensure optimum customer experience and business efficiency
• Collaborate with technical teams and product managers to drive requirements & strategy for customer contact channels
• Maintain industry knowledge of current & evolving technologies for channel routing and optimisation
• Define and drive routing prioritisation including hours of coverage, overflows and service level protection
• Work closely and collaboratively with CS operations and engineering teams to ensure reliable operations and SLAs are met or exceeded
• Establish and support the ongoing process for real time updates to channel routing including updates to routing messages and announcements to cover all emergency situations and coordinate delivery through our real time teams
• Queue management maintenance and updates
• Support project teams in creating new routing flows, routing rules and agent permissions
• Supports movement of worktypes between inhouse and partner operations by delivering changes to routing and routing rules
• Actively support tactical changes during backlog situations with overflow routing, concurrency settings and conditional group routing ring timeouts
• Work with the team and stakeholders across CS, Product and Engineering to ensure we are optimising our contact routing
• Support and consult on development of channel performance dashboards and alarms
• Execution of roadmaps and plans for contact channels to support the business and collaboration with other areas of the business for prioritisation within the overall roadmap

Your Expertise:

• Strong technical CS experience in large scale operations
• 3+ years experience in similar role supporting channel routing, rules and configuration
• Experience as a Genesys administrator is a plus.
• Bachelor's degree ideally in a business discipline
• Exceptional collaboration, partnership and influencing skills with the ability to work in a global environment across multiple locations and time zones
• Demonstrated interpersonal skills to interface well with operations and business partners at all levels
• Outstanding written and verbal communication ability to a diverse stakeholder audience, including a global team of C-level executives, product, and technical stakeholders
• Strong customer engagement and relationship management skills
• Comfortable in an ambiguous matrixed organisation
• Strategic platform and system thinker who can balance big picture strategy with detailed, flawless execution
• Creativity and ability to work independently with limited guidance with proven ability to create structures and develop operational concepts
• High tolerance for ambiguity and ability to perform under pressure to meet deadlines
• Self-motivated and driven, used to being in a fast-paced environment
• Analytical - ability to tell a story with data and metrics, well developed problem solving and analytical skills , strong attention to detail

Offices: Dublin, Ireland

The Difference You will Make:

We also work to educate our hosts and guests to promote positive experiences and maintain security and safety while using Airbnb responsibly. Amongst other responsibilities, you’ll also be responsible for managing cases involving damages, monitoring flagged and inappropriate content, and identify and report trends in online risk. You will work with Safety support teams to develop and enhance internal policies and tools.

A Typical Day:

• Focused on understanding and ramping up core work, by establishing and maintaining rapport with community members, other team members and key stakeholders
• Recognize case type/severity while de-escalating crisis and managing other people’s emotions
• Focused on fully understanding policies and their rationale, while implementing them to ensure the best interest of our community is satisfied
• Working with Safety lead to develop and enhance internal policies, processes and tools.
• Ensure metrics driven performance
• Management of cases with varying complexities involving safety concerns, by using trauma informed methodology and best practices
• Implementation of emergency plans and ability to communicate them in an effective and sensitive manner to individuals needing support
• Ability to summarize incidents, collaborate across various support teams and keep key stakeholders informed
• Maintaining high levels of confidentiality while performing investigations.

Your Expertise:

• 4+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or a similar role operating in a contact center environment making calls and handling customer/client contacts
• Background in advocacy, crisis management, mediation, clinical/non-clinical social work, or e-commerce customer service
• Must be fluent in one of the following languages: French, Spanish, German, Italian, Mandarin and Portuguese
• Ability to plan, prioritise and organise tasks and communications
• Ability to learn and adapt to new technologies
• Excellent interpersonal and communication skills, both written (email) and spoken (phone), to help our community in a tactful and diplomatic manner.
• Excellent time management, negotiation and conflict resolution skills.
• Passion for innovation with a ‘work smarter’, solution and action oriented mindset.
• Ability to collaborate with internal stakeholders and/or third party providers to resolve conflicts in a detailed, effective and timely manner.
• Calm and Empathetic - ability to adapt to any situation by personalizing responses and educating our community while remaining level headed in tough situations
• Emotional intelligence - ability to recognise personal stress triggers and in others, self-awareness, bounce back and demonstrated ownership of self-care.
• Ability to work under pressure and quick decision making when faced with conflicting demands
• Humanitarian work or working experience with populations who have experienced various types of trauma
• University Degree and/or 3+ years relevant experience

Offices: Dublin, Ireland