The Opportunity

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
3+ years WFM experience with hands-on experience on Queue management, understanding of scheduling with ability to read data as trend analysis
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

Equal Opportunity Statement : 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.