Workforce Management Analyst

Role Overview: You will be joining the Workforce Management (WFM) team at Airbnb as a Real-Time Analyst (RTA). Your main responsibility will be to ensure smooth day-to-day operations by monitoring real-time performance metrics, optimizing staffing levels, and maintaining a balance between capacity and demand to meet service level agreements (SLAs) and operational targets. Key Responsibilities: - Resolve issues as they arise in real-time - Provide insights into queue performance, staffing trends, and resource allocation - Assist various teams in maintaining operational efficiency - Contribute to high customer satisfaction through effective resource management - Leverage industry best practices and WFM tools - Provide actionable insights and recommendations to leadership - Contribute to improving productivity and adherence to SLAs - Support initiatives aimed at enhancing overall team performance - Help enable optimal service levels and client outcomes Qualifications Required: - Minimum of 5 years of overall experience with mandatory RTA management experience - Any graduate - Well-developed problem-solving and analytical skills - Effective communication and relationship building skills - Proactive problem solver with the ability to streamline processes and plan for long-term growth - Willingness to travel nationally and internationally occasionally - Availability to work weekends and holidays as needed - Strong attention to detail - Experience with Genesys WFM or similar applications - Ability to learn and manage multiple technical systems - Solid knowledge of Excel - Comfortable working flexible shifts (24*7) Inclusion & Belonging: Airbnb is committed to diversity and inclusion. They believe in working with a broad talent pool to foster innovation and engagement, attract creatively-led individuals, and develop the best products and solutions. All qualified individuals are encouraged to apply.,