דרושים Workforce Management Analyst ב-Airbnb ב-India, Gurugram

A Typical Day:

• Build and manage professional host account relationships within the GR & SEE territory
• Directly manage accounts to meet and exceed quarterly/annual sales goals
• Analyze data and utilize data-driven recommendations to identify and action on strategic opportunities in your region to drive increase in sales
• Prospect and onboard new, high quality supply in your assigned geography
• Maintain a baseline understanding of the technical integration of various software partners so that you can provide the right support to your clients
• Represent Airbnb in external meetings with Professional Hosts
• Educate clients on all significant product changes and cascade feedback on product and policy to the relevant internal stakeholders
• Hold regular optimization calls and business reviews with your clients.
• Develop strong and long lasting partnerships
• Develop deep knowledge of your assigned geographic markets and become the go-to source for all information relating to local trends and market dynamics for internal and external partners
• Respond to and deliver exceptional service to your professional hosts in a timely and efficient manner, occasionally traveling to your market to provide in-person support and guidance
• Work cross-functionally with public policy, legal, communication and customer support teams to ensure our long-term market success.
• Engage an entrepreneurial mindset to autonomously design, develop and execute bespoke engagement initiatives for the assigned territory.
• Support host community programs in your region, contributing to the growth and engagement of Airbnb's community.

Your Expertise:

• 5+ years experience in account management, partner support and/or sales.
• 2+ years experience in hospitality/travel industry is a plus
• Fluency in Greek and English is required
• Must be willing to regularly travel to your aligned market territory. Typical expectation would be once every 1-2 times per quarter.
• Proven track record of being able to effectively work a leads pipeline and/or a book of business
• Proficient in using CRM software, specifically in working with leads, opportunities and other core objects - Salesforce and Mixmax experience is a plus
• Excellent communication and presentation skills and ability to communicate effectively with clients via phone, email, and in-person
• Proficient quantitative skills and proven ability to interpret and apply data throughout your day-to-day work
• Strong time management and prioritization skills
• Ability to work at both strategic and tactical levels, with a proven track record to execute in ambiguous environments
• Ability to work within tight deadlines, adjust to changes in priorities, and balance short-term needs with long-term strategic initiatives;
• Passion for Airbnb, travel, and the sharing economy - being an Airbnb host is a plus
• Proven experience working cross-functionally
• Charismatic self-starter who is resourceful and self-sufficient
• The role is based from our London, Milan or Dublin office (Hybrid)

Offices: Dublin, Ireland, London, United Kingdom, Milan, Italy

A Typical Day:

• Own the month-end close and forecasting processes for CS FP&A, managing headcount and payroll, updating/maintaining core CS FP&A files, and loading into Oracle.
• Partner with talent partners, recruiting, and cross-functional leaders to manage CS headcount approvals and sizing—proactively identifying favorability or risk while evaluating level changes, location transfers, or job ladder changes.
• ​Partner with Procurement, Accounting, BizOps and Finance on vendor renewals, PO approvals, budget management and annual planning.
• Produce concise, meaningful reporting packages for CS/Finance leadership—streamlining forecasting and consolidation processes to help drive organizational rigor.

Your Expertise:

• B.A. or B.S. from an accredited four-year college or university.
• 5+ years of relevant experience in FP&A, Financial Operations, Strategic Finance, Investment Banking or Consulting.
• Driven self-starter who is eager to learn and grow, while maintaining a team-oriented mindset and a positive attitude.
• Superb financial modeling skills (Google Sheets or Excel) and extensive experience in quantitative and qualitative financial analysis.
• Proficiency with financial forecasting systems is a plus.
• The ability to work and influence cross-functionally is a must. You are proactive, great at communicating with different audiences.
• You take ownership and effectively manage competing priorities and deadlines in an unstructured work environment.
• You can comfortably manipulate datasets, create analytical frameworks, and develop actionable insights. Knowledge of SQL is a plus

Offices: United States

The Difference You Will Make:

• You will be a part of the agent performance analytics team and will be responsible for evaluating the performance of customer service agents, identifying trends, and providing actionable insights to enhance agent productivity and service quality.
• Build business insights capabilities, passionate about solving complex problems with data; adding a new perspective to existing solutions and making business decisions based on careful and thoughtful analysis.
• You work independently with minimal supervision and act as a resource for colleagues with less experience.
• Work with technical and business teams to develop robust insights, create data narratives and leverage Airbnb’s rich data to define metrics.
• You have a strong sense of urgency for and commitment to Airbnb’s mission of belonging.
• Develop a deep understanding of principles of excellent customer service and how agent behavior impacts the customer experience. Align analytical efforts with overall business goals and understanding how agent performance contributes to these goals.

A Typical Day:

• Analyze and report on agent performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Develop and maintain dashboards and reports to monitor agent performance and identify areas for improvement.
• Conduct regular performance reviews and provide feedback to agents and management.
• Collaborate with training and development teams to create targeted training programs based on performance analysis.
• Monitor agent interactions and provide qualitative feedback to enhance service delivery.
• Identify trends in customer inquiries and feedback to inform service improvements.
• Assist in the development of performance-related incentive programs.
• Stay up-to-date with industry trends and best practices in customer service analytics.
• Ensure the availability of data quality and data integrity for analysis and reporting, working closely with global operations and India analytics functions.
• Build deep business context and become a trusted advisor to the business for tactical and strategic initiatives.
• Present and drive ideations, solutions, and progress updates to the business stakeholders.

Your Expertise:

• 5+ years in industry experience and a degree (Masters or PhD is a plus) in a quantitative field.
• Expert communication and collaboration skills with the ability to work effectively with internal teams in a cross-cultural and cross-functional environment. Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences
• Proven track record of delivering valuable insights and influencing business impact through analytics.
• Beginner level understanding of analytical frameworks such as Cohort Analysis, Product Funnel Analysis, Segmentation, Factor Analysis, Sensitivity Analysis, and statistical methodologies.
• Intermediate to advanced level proficiency in SQL, Tableau/Superset/Power BI, and data warehouses/data lakes such as Presto, Hive, Teradata, Spark, etc.
• Advanced level expertise in presentation tools like Keynote, Google Slides, and PowerPoint.
• Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement.
• Exceptional problem-solving abilities, self-motivation and ability to work autonomously, taking ownership of projects and driving them to completion.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Experience in the hospitality or travel industry.
• Knowledge of customer service software and CRM systems.

• 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

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.

• 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