Workforce Management Analyst

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.

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.