Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.
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
Our Commitment To Inclusion & Belonging:
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.