WFM Analyst

3 hours ago

Gurgaon, Haryana, India Airbnb Full time ₹ 9,00,000 - ₹ 12,00,000 per year

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.

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 

  • 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. 

Country Description: 

Our Gurgaon office is home to a strong team of individuals who have an insightful and deep understanding of our Indian business. They are one of the most hospitable teams on the planet and welcome all with open arms. 

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