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WFM Analyst



Posted on Friday, May 31, 2024

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.

The Community you will join:

​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.

Airseva, an Airbnb Company, is a newly set up global capability centre. Set up in 2017 in Gurgaon, Airseva was established to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travellers within this big and diverse market. Airseva is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, Airseva is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Analytics, etc.

The Difference you will make:

We are looking for an enthusiastic, passionate and experienced workforce analyst who would be responsible for Global RTA, managing Partners along with reporting on statistics for Airbnb.

A Typical Day:

  • 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 site-level resources with real-time management with schedule adherence
  • 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.

Your Expertise:

  • Well-developed problem-solving and analytical skills
  • 3+ years WFM experience in a complex contact center environment
  • 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.

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.