About Airbnb: Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
What you'll do
- Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT, etc.) with an ability to incorporate insights into planning
- Deep execution on Queue management, while effectively communicating strategies, processes across Broader Airbnb team and our Outsourced Partners
- Strong skills in information gathering, data collection with analysis, and reporting SLA performance to broader domains
- Performance reporting with strong footprint of WFM metrics, RCA with supported narratives using trends and current performance
- Support site-level resources with real-time management of schedule adherence and analyze performance data to identify opportunities to operate more effectively and efficiently
- Communicate clearly and empathetically around strategies and business needs; build 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 dynamic situations: They require the ability to work effectively in a fast-pace situation and to handle multi-dimensional work, 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 Queue management, understanding of scheduling with ability to read data as trend analysis
- Proactive problem solver; able to see big picture and streamline current processes while planning for business improvements
- Effective communicator and relationship builder
- Able to travel to other offices nationally and internationally on occasion
- Work weekends and holidays as business needs
- Strong attention to detail
- Experience with Genesys WFM or similar applications (i.e.,IEX, Tableau, Superset, Salesforce)
- Ability to learn & manage multiple technical systems
- Solid knowledge of Excel and Google sheet
Equal Opportunity Statement: Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.
