WFM Analyst

We are seeking a WFM Analyst to join our Community Support team in Gurgaon, India.

As a WFM Analyst, you will play a critical role in analysing and optimising workforce metrics to ensure efficient operations.

Key responsibilities:

• Analyse workforce metrics such as SLA, shrinkage, occupancy, adherence, and AHT to provide insights for planning
• Manage queue management effectively and communicate strategies and processes to the broader Airbnb team and outsourced partners
• Gather and analyse data, and report on SLA performance to broader domains
• Provide performance reports with a strong focus on WFM metrics, root cause analysis, and supported narratives using trends and current performance
• Support site-level resources with real-time management of schedule adherence and analyse performance data to identify opportunities for improvement
• Communicate clearly and empathetically around strategies and business needs, building trust and transparency

Requirements:

• Minimum 5 years of WFM experience with hands-on experience in queue management, understanding of scheduling, and ability to read data as trend analysis
• Well-developed problem-solving and analytical skills
• Proactive problem solver with the ability to see the big picture and streamline current processes while planning for business improvements
• Effective communicator and relationship builder
• Ability to travel to other offices nationally and internationally on occasion
• Experience with Genesys WFM or similar applications such as IEX, Tableau, Superset, and Salesforce
• Solid knowledge of Excel and Google Sheets

What we offer:

• Annual pay range: ₹770,000 - ₹970,000 INR
• Opportunity to work with a global company and contribute to its mission
• Collaborative and dynamic work environment

At Airbnb, we promote a culture of curiosity, humanity, and creativity through our product, brand, and people.