WFM Analyst

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What Airbnb is looking for in applicants

Airbnb is a mission-driven company dedicated to helping create a world where anyone can belong anywhere. It takes a unified team committed to our core values to achieve this goal. Airbnb's various functions embody the company's innovative spirit and our fast-moving team is committed to leading as a 21st century company.

The Challenge 

We are looking for an enthusiastic, passionate and experienced workforce analyst who would be responsible for RTA & Schedule creation for Airbnb. Partner with different centers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams. 

What you’ll do 

  • Communicate clearly and empathetically around schedules and business needs; built trust and transparency 
  • Analyze data and metrics to identify the customer service level that Airbnb is providing; proactively identify opportunities for operational improvement 
  • Schedule creation for customer experience staff including internal and outsourced
  • Partner with outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external team 
  • Collaborate in establishing policies, processes, and standards that support a world-class customer service operation 
  • Keep senior leadership informed of status and performance 
  • Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded
  • Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies. 
  • Ability to build and run scheduling scenarios and provide analysis of potential impacts
  • Analyze performance data to identify opportunities to operate more effectively and efficiently
  • Effectively communicate across the broader Airbnb team and our outsource partners
  • Support time-off and shift-swaps requests 
  • Support adding and removing new hires and leavers from WFM systems. 
  • Support site-level resources with real-time management of schedule adherence and productivity 
  • Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery. 

What you bring: 

  • A minimum of 5 Years of overall experience with 3+ years WFM experience in a complex contact center environment 
  • Any graduate 
  • Well-developed problem-solving and analytical skills 
  • Effective communication and relationship building skills 
  • Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth 
  • 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. 
  • Should be comfortable working into flexible shifts (24*7). 

Want some tips on how to get an interview at Airbnb?

What is Airbnb looking for?
If this role looks interesting to you, a great first step is to understand what excites you about the team, product or mission. Take your time thinking about this and then tell the team! Get in touch and communicate that passion.
What are interviews for WFM Analyst like?
Interview processes vary by company, role and team. The best plan is to see what others have experienced and then plan accordingly.
How to land an interview at WFM Analyst?
A great first step is organizing your path to an offer. Check out Kiter for tools to get started!