WFM Analyst at Airbnb

Gurugram, haryana, India -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

931000.0

Posted On

20 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Analytical Skills, Communication, Problem Solving, Scheduling, Capacity Planning, Trend Analysis, Relationship Building, Attention To Detail, Excel, WFM Metrics, Real-Time Management, Performance Reporting, Technical Systems Management, Genesys WFM, Operational Improvement, Teamwork

Industry

Software Development

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. 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 Attend office in-person 3 days a week 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. 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 Annual Pay Range ₹700,000—₹931,000 INR

Responsibilities

Analyze data and metrics to identify customer service levels and operational improvement opportunities. Communicate effectively with the broader team and manage scheduling and performance reporting.