Airbnb Workforce Management Analyst 

India, Haryana, Gurugram 

60991203

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