Workforce Planning Senior Analyst

2 weeks ago

Cainta, Philippines Airbnb Full time

Overview The Workforce Planning Senior Analyst role is vital in ensuring we have the best possible support for our guests and hosts within Customer Support operations. You will lead and drive the allocation of headcount across multiple sites, channels and tiers and manage relationships with partner WFM teams, capacity planning teams and internal stakeholders. You will be part of a fast-moving, high-profile team and will work closely with cross-functional teams to achieve the best results. Responsibilities Lead the generation and deployment of schedules for the organization, internally and externally depending on language, skill and contact channel. Manage, build and track/report schedule demand for multiple services with multiple channels and languages across multiple inbound and back-office channels. Build and run scheduling scenarios and analyze potential impacts of new lines of business, changes to SLA, routing and workflows on the business. Become a subject matter expert and leader in the operations and functions of selected services to ensure the best WFM practices are applied to drive the highest efficiency. Lead insights and recommendations to the planning and staffing process based on proven WFM insights for driving change within a service. Actively plan for future scenarios, drive insights and strategies for these scenarios and lead communications with stakeholders to anticipate challenges. Analyze and interpret performance data to identify opportunities to operate more effectively and efficiently. Communicate performance results across the broader Airbnb team and with outsource partners, including preparing performance reporting for WBR/MBR and QBRs. Demonstrate a track record of leading increasingly complex initiatives, including issue analysis, alignment on actions, and tracking results. Engage in accredited third-party upskill training relevant to the role. Develop in-depth knowledge of planning, forecasting, routing and strategy for given services, with working knowledge of other services/tiers. Own end-to-end Workforce Planning processes for one or more lines of business and act as the WFP single owner for new initiatives and projects in CS. Provide cover and proxy for the Regional WFP Manager when required. Qualifications Bachelor’s Degree or equivalent experience. Minimum 5 years of experience in a contact center management role. Experience with Genesys WFM (preferred) or similar applications (e.g., IEX/NICE, Aspect/eWFM). Strong problem-solving and analytical skills with attention to detail. Ability to communicate complex information clearly to a non-WFM/technical audience. Exposure to Interactive Insights, Tableau and SQL preferred. Eagerness to learn and manage multiple technical systems. Ability to process large amounts of complex raw data and present it understandably. Self-motivated and driven, comfortable in a fast-paced environment. Solid knowledge of Excel and Google Docs. Strong teamwork and relationship-building skills. Willingness to travel to other offices nationally and internationally on occasion. Inclusion & Belonging Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and help us develop the best products, services and solutions. All qualified individuals are encouraged to apply. #J-18808-Ljbffr

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