Vacancy for Graduates at Airbnb

Overview:

Airbnb is hiring an experienced WFM Analyst at their Gurgaon location. They are looking for an enthusiastic, passionate and experienced workforce analyst who would be responsible for RTA & Schedule creation for Airbnb. Partner with different centers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams.

The complete details of this job are as follows:

What will you be doing:

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.

Qualifications for this Job:

A minimum of 5 Years of overall experience with 3+ years WFM experience in a complex contact center environment

Any graduate

Well-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

Solid knowledge of Excel.

Should be comfortable working into flexible shifts (24*7).

To Apply for this Job, Visit official Website

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