Workforce Management Analyst
- Airbnb
- 3 - 8 years
- Noida, Gurugram
- 4 months ago
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Job Description
- 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.
- 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
- 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.
Job Classification
Industry: Travel & TourismFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Full timeContact Details:
Company: AirbnbLocation(s): Noida, Gurugram
Keyskills: SAN RCA Intellectual property Trend analysis Workflow Swaps Verint Scheduling Customer service Capacity planning
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