Airbnb WFM Analyst 

India 

836248193

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
• 3+ 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

Offices: India