Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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.
Job Description:
The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.
Inherent Characteristics
Customer Focus: must demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers.
Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills
Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.
Time Management: must be able to multitask, be detail oriented and demonstrate strong organizational skills.
Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.
Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.
Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.
Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.
Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.
Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.
Key Responsibilities:
Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation.
Analyse capacity plans and undertake appropriate calculations to estimate job requirements , resources and review plans. If required make appropriate adjustments in the event of changes and unforeseen circumstances
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.
Generates and evaluates staffing schedules, and ensures data updates into the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.
Compares results to forecast and identify opportunities for improvement.
Provide daily/intraday performance reports to leadership and other related duties as assigned.
Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments in an effort to maximize resource efficiency and achieve service level goals / business objectives.