Workforce Management Analyst

Role Overview: You will join the Workforce Management (WFM) team at Airbnb as a Real-Time Analyst (RTA). In this role, you will be responsible for monitoring real-time performance metrics, optimizing staffing levels, and ensuring smooth day-to-day operations to meet SLAs and operational targets. Your focus will be on resolving issues, generating insights, providing cross-functional support, and contributing to customer satisfaction through effective resource management. Key Responsibilities: - Monitor and analyze real-time performance metrics, such as call volume, agent availability, and service level adherence. - Adjust staffing levels and schedules as needed to meet service level agreements (SLAs). - Collaborate with team leaders and supervisors to address variances in real-time performance and staffing. - Generate and distribute real-time performance reports to stakeholders. - Identify trends and provide insights for continuous improvement in workforce management. - Utilize Genesys and IEX software to manage workforce data and optimize call center operations. - Create and maintain Google Sheets for tracking and reporting purposes. - Manage shrinkage as per operations requirements. Qualifications Required: - Minimum of 5 years of overall experience, with RTA management experience being mandatory. - Any graduate qualification. - Well-developed problem-solving and analytical skills. - Effective communication and relationship building skills. - Proactive problem solver with the ability to see the big picture and streamline processes for long-term growth. - Willingness to travel nationally and internationally on occasion. - Availability to work weekends and holidays as per business needs. - 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). Please note that the salary details provided in the job description have been omitted. Role Overview: You will join the Workforce Management (WFM) team at Airbnb as a Real-Time Analyst (RTA). In this role, you will be responsible for monitoring real-time performance metrics, optimizing staffing levels, and ensuring smooth day-to-day operations to meet SLAs and operational targets. Your focus will be on resolving issues, generating insights, providing cross-functional support, and contributing to customer satisfaction through effective resource management. Key Responsibilities: - Monitor and analyze real-time performance metrics, such as call volume, agent availability, and service level adherence. - Adjust staffing levels and schedules as needed to meet service level agreements (SLAs). - Collaborate with team leaders and supervisors to address variances in real-time performance and staffing. - Generate and distribute real-time performance reports to stakeholders. - Identify trends and provide insights for continuous improvement in workforce management. - Utilize Genesys and IEX software to manage workforce data and optimize call center operations. - Create and maintain Google Sheets for tracking and reporting purposes. - Manage shrinkage as per operations requirements. Qualifications Required: - Minimum of 5 years of overall experience, with RTA management experience being mandatory. - Any graduate qualification. - Well-developed problem-solving and analytical skills. - Effective communication and relationship building skills. - Proactive problem solver with the ability to see the big picture and streamline processes for long-term growth. - Willingness to travel nationally and internationally on occasion. - Availability to work weekends and holidays as per business needs. - 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). Please note that the salary details provided in the job description have been omitted.