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Senior Analyst, WFM

icon building Company : Airbnb
icon briefcase Job Type : Full Time

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Job Description - Senior Analyst, WFM

The Community You Will Join:


As a SeniorAnalyst, WFM (Scheduler) within the Workforce Management (WFM) team, you will play a critical role in ensuring accurate forecasting, scheduling, and capacity planning to meet operational objectives. You will work closely with operations, global planning, and other cross-functional teams to ensure optimized staffing levels and seamless execution of schedules across multiple sites and lines of business.


The Difference You Will Make:



  • Scheduling Excellence: Develop, maintain, and optimize agent schedules to ensure adequate coverage aligned with forecasted volume and SLA goals.

  • Capacity Planning: Partner with planning and operations teams to align staffing strategies with business forecasts and evolving priorities.

  • Data-Driven Decisions: Generate insights from scheduling data, shrinkage trends, and forecast variances to recommend actionable improvements.

  • Cross-Functional Collaboration: Work with Operations, Training, Quality, and Program Management to ensure scheduling supports all business initiatives.

  • Continuous Optimization: Review and refine scheduling models and parameters to enhance efficiency and adherence.

  • Operational Support: Provide proactive scheduling solutions to minimize service disruptions and maximize productivity.

  • Process Improvement: Identify opportunities to streamline scheduling workflows and drive best practices across WFM processes.


A Typical Day:



  • Build, publish, and maintain agent schedules based on forecasted requirements and staffing plans.

  • Coordinate shift bids, rotations, and schedule adjustments in alignment with business rules and local labor guidelines.

  • Partner with Real-Time Analysts and Operations to manage schedule adherence and intraday changes.

  • Track and manage planned and unplanned shrinkage to ensure service levels are maintained.

  • Generate and share scheduling reports and insights with key stakeholders.

  • Use Genesys and IEX (or similar WFM tools) to manage scheduling, forecasting, and reporting activities.

  • Maintain detailed data records in Google Sheets and other reporting tools.

  • Support initiatives related to workforce optimization, headcount planning, and efficiency improvements.


Your Expertise:



  • A minimum of 5 Years of overall experience. 2 years of scheduling experience is mandatory

  • Any graduate 

  • Well-developed problem-solving and analytical skills 

  • Sound knowledge of forecasting, planning, scheduling and end to end WFM

  • 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 IEX or similar applications (i.e., Blue Pumpkin/Verint, Genesys, Aspect/eWFM) 

  • Ability to learn & manage multiple technical systems 

  • Solid knowledge of Excel and Google Sheet. 

  • 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.


 

Original job Senior Analyst, WFM posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.
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