WFM Analyst

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 
• Minimum 5 years WFM experience with hands-on experience on Queue management, understanding of scheduling with ability to read data as trend analysis.
• Comfortable working as an RTA 
• 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

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.