▷ [24/09/2025] Workforce Management Analyst

Job Description

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.

Description

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.

The Community You Will Join

As an RTA within the Workforce Management (WFM) team, you will be responsible for ensuring smooth day-to-day operations by closely monitoring real-time performance across queues, teams, and operational metrics. Your focus will be on optimizing staffing levels, minimizing service disruptions, and maintaining a balance between capacity and demand to meet SLAs and operational targets.

A Difference You Will Make

- Issue Resolution: Take immediate action to resolve issues as they arise.
- Insight Generation: Provide insights into queue performance, staffing trends, and resource allocation.
- Cross-functional Support: Assist Operations, Global Planning, Program Management, Quality, and Training teams in maintaining operational efficiency.
- Customer Satisfaction: Contribute to ensuring high customer satisfaction through effective resource management.
- Industry Best Practices: Leverage understanding of industry best practices and WFM (Workforce Management) tools.
- Actionable Insights: Provide leadership with actionable insights and recommendations.
- Productivity Improvement: Contribute to improving productivity and adherence to SLAs.
- Team Performance: Support initiatives aimed at enhancing overall team performance.
- Service Levels and Client Outcomes: Help enable optimal service levels and client outcomes.

A Typical Day

- Monitor and analyze real-time performance metrics, including call volume, agent availability, and service level adherence
- Adjust staffing levels and schedules as needed to meet service level agreements (SLAs)
- Collaborate with team leaders and supervisors to address and resolve any variances in real-time performance and staffing
- Generate and distribute real-time performance reports to stakeholders
- Identify trends and provide insights for continuous improvement in workforce management
- Utilize Genesys and IEX software to manage workforce data and optimize call center operations
- Create and maintain Google Sheets for tracking and reporting purposes
- Shrinkage management as per operations requirements

Your Expertise

- A minimum of 5 Years of overall experience. RTA management experience is mandatory
- Any graduate
- Well-developed problem-solving and analytical skills
- Effective communication and relationship building skills
- Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth
- 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.
- Should be comfortable working into flexible shifts (24*7)

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.

How We'll Take Care Of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.

India Pay Range

700,000931,000 INR