The Community you will join: 

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 85,000 cities and over 190 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand and most importantly, our people. 

About Airbnb Capability Center: Airbnb Capability Center was set up in 2017 in Gurgaon to service the global Airbnb community. We are a fast-growing, up-and-coming office and home to the most hospitable people you will ever meet! Our small and extremely capable team of Gurgaon-based colleagues strive to make the impossible happen for our inbound and outbound travelers within this big and diverse market. Airbnb Capability Center is providing varied services under Community Support thereby providing world-class customer experience to our customers. Besides this, Airbnb Capability Center is also building deep capabilities for different verticals like Homes, Finance Technology Group, Finance Shared Services, Analytics, Engineering, etc. 

 

The Difference you will make:

We are looking for an enthusiastic, passionate and experienced workforce analyst who would be responsible for reporting, data analytics & Schedule creation for Airbnb. Partner with different centers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams. 

 

A Typical Day:

• Communicate clearly and empathetically around schedules and business needs; built trust and transparency 

• Analyze data and metrics to identify the customer service level that Airbnb is providing; proactively identify opportunities for operational improvement 
• Schedule creation for customer experience staff including internal and outsourced
• Partner with outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external team 
• Collaborate in establishing policies, processes, and standards that support a world-class customer service operation 
• Keep senior leadership informed of status and performance 
• Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded. 
• Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies. 
• Ability to build and run scheduling scenarios and provide analysis of potential impacts 
• Analyze performance data to identify opportunities to operate more effectively and efficiently
• Effectively communicate across the broader Airbnb team and our outsource partners 
• Support time-off and shift-swaps requests 
• Support adding and removing new hires and leavers from WFM systems. 
• Support site-level resources with real-time management of schedule adherence and productivity 
• Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery. 

 

Your Expertise: 

• A minimum of 5 Years of overall experience with 3+ years WFM or Analytics experience in a complex contact centre environment 
• Any graduate 
• Proficient in Data Reporting using BI tools - Tableau/ PowerBI / Looker Studio 
• Must have advanced excel skills for reporting on large data sets 
• Should know the basic SQL for reporting purposes 
• Experience on Superset tool will be an added advantage
• Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Email VBA macros is an assetWell-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 
• 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.