WFM Analyst
WFM Analyst
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Job Description
About Airbnb: Founded in August of 2008 and based in San Francisco California Airbnb is a trusted community marketplace for people to list discover and book unique travel experiences around the world. Whether an apartment for a night a castle for a week or a villa for a month Airbnb allows people to Belong Anywhere through unique travel experiences at any price point in more than 85000 cities and over 191 countries. We promote a culture of curiosity humanity and creativity through our product brand and most importantly our people.
What youll do
- 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.
What you need to succeed
- 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.
Country Description:
Our Gurgaon office is home to a strong team of individuals who have an insightful and deep understanding of our Indian business. They are one of the most hospitable teams on the planet and welcome all with open arms.
Required Experience:
IC
Employment Type
Full Time
