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Airbnb

Airbnb is a community based on connection and belonging.

Workforce Planning Analyst

AnalystAnalystFull TimeRemoteSeniorTeam 5,001-10,000Since 2007H1B SponsorCompany SiteLinkedIn

Location

Philippines

Posted

115 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishSQLTableau

Job Description

Workforce Planning Analyst

Airbnb

• Partner with operations to generate and deploy schedules based on language, skill and contact channel • Set up, manage and maintain schedules for several internal teams • Manage, build and track/report schedule demand for multiple partner sites with multiple channels and languages across a shared queue environment • Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing, skilling etc. • Work closely with the broader Workforce Management (WFM) team to understand all aspects of capacity planning and forecasting • Track, analyse and report employee performance with reports from Genesys • Analyse and report historical data and trends, daily, weekly, monthly etc. • Analyse performance data to identify opportunities to operate more effectively and efficiently • Effectively communicate across the broader Airbnb team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s.

Job Requirements

  • Bachelor’s Degree or equivalent experience is required.
  • Must have a minimum 5 years of experience in a contact center management role.
  • Experience with Genesys WFM (preferred) or similar applications (i.e. IEX/NICE, Aspect/eWFM) is a must
  • Well-developed problem-solving and analytical skills with attention to detail
  • Ability to effectively communicate complex information clearly to a non WFM/technical audience
  • Exposure to Interactive Insights, Tableau and SQL preferred
  • Eagerness to learn & manage multiple technical systems
  • Ability to process large amounts of complex raw data and present in a comprehensible fashion
  • Self-motivated and driven, used to being in a fast-paced environment
  • Previous experience with ACD reporting and administration is a plus
  • Solid knowledge of Excel and Google Docs
  • A dedicated team player and relationship builder
  • Readiness to travel to other offices nationally and internationally on occasion.

Benefits

  • 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.

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