Airbnb is hiring for the position of WFM Analyst in across India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Airbnb |
| Position | WFM Analyst |
| Qualifications | Bachelor’s/ Master’s Degree |
| Experience | Experienced |
| Location | Across India/ Remote |
Key Responsibilities:
- Analyze data and metrics to evaluate the customer service levels provided by Airbnb and proactively identify opportunities for operational improvements.
- Effectively communicate with the broader Airbnb team and outsourcing partners to ensure seamless collaboration.
- Manage time-off and shift-swap requests efficiently to maintain workforce balance.
- Support the addition and removal of new hires and leavers in Workforce Management (WFM) systems.
- Assist site-level resources with real-time management of schedule adherence and adjustments.
- Analyze performance data to identify opportunities for improved operational efficiency and effectiveness.
- Keep senior leadership informed about team performance and operational status.
- Communicate schedules and business needs clearly and empathetically, fostering trust and transparency.
- Demonstrate teamwork and self-starter abilities, working effectively both independently and as part of a team.
- Manage pressure effectively in a fast-paced environment, adapting to rapid changes in information, processes, or workflow.
Eligibility Criteria:
- Possess strong problem-solving and analytical abilities to address complex challenges effectively.
- Over 3 years of experience in Workforce Management (WFM) within a complex contact center environment.
- Proactive problem solver with the ability to see the bigger picture, streamline processes, and plan for long-term growth.
- Demonstrated capability as an effective communicator and relationship builder.
- Willingness to travel to other offices, both nationally and internationally, as required.
- Flexible to work weekends and holidays based on business needs.
- Exceptional attention to detail for ensuring accuracy and precision.
- Experience working with Genesys WFM or similar applications such as Blue Pumpkin/Verint, IEX, or Aspect/eWFM.
- Proficient in learning and managing multiple technical systems efficiently.
- Solid expertise in using Microsoft Excel for data analysis and reporting.
About Company:
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 1.4 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.
How To Apply?
- First, read through all of the job details on this page.
- Scroll down and press the Click Here button.
- To be redirected to the official website, click on the apply link.
- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
