WFM Analyst

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

As a Reporting Analyst within the Workforce Management (WFM) team, you will play a critical role in supporting operations through the creation and analysis of detailed reports that monitor key performance indicators (KPIs) and operational metrics. Your primary focus will be on delivering accurate, timely, and actionable insights into team performance, resource utilization, and service levels to help meet operational goals and SLAs.

A Difference You Will Make

• Data Gathering and Analysis: Collect and analyze real-time and historical data to identify key trends and performance metrics.
• Focus Areas: Concentrate on staffing efficiency, queue performance, and service delivery to optimize operational performance.
• Insight Generation: Provide actionable insights to leadership to optimize capacity planning, improve productivity, and maintain high customer satisfaction.
• Collaboration with Cross-Functional Teams: Work closely with Operations, Global Planning, Program Management, Quality, and Training teams to ensure data and reports meet operational needs.
• Report Alignment: Ensure reports are aligned with business objectives and highlight areas for continuous process improvement.
• Demand and Capacity Balance: Contribute to the balance between service demand and available capacity to meet service goals and improve efficiency.
• Adherence to SLAs: Monitor and ensure adherence to service level agreements (SLAs) by tracking key performance indicators.
• Team Performance Enhancement: Assist in identifying opportunities to improve team performance through data-driven recommendations.

A Typical Day

• Develop and maintain interactive dashboards and reports using Excel, Tableau & Data Studio
• Analyze and interpret data to identify trends, patterns, and insights
• Collaborate with various departments to understand reporting needs and deliver customized solutions
• Extract, transform, and load data from multiple sources using SQL
• Utilize Genesys for call center data analysis and reporting
• Automate data collection and reporting processes using advanced tools and techniques
• Use Google Sheets for data analysis, collaboration, and reporting
• Present findings and recommendations to senior management and stakeholders
• Ensure data quality and accuracy in all reports and analyses

Your Expertise

• A minimum of 5 Years of overall experience. MIS/Reporting management experience is mandatory
• 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)

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.