Airbnb
Technology
SeniorManager,WorkforcePlanning
Neural analysis suggests this role is
optimal for Manager candidates.
“Senior Manager, Workforce Planning at Airbnb. Skills: Workforce management, Contact center operations, Scheduling optimization, Performance analysis. Oversee employee schedules. Match forecasted demand”
What You'll Achieve.
Maximize efficiency; Ensure optimal staffing levels; Enhance customer interaction quality; Drive service level performance; Balance cost control; Meet service level agreements; Improve customer experience
Industry & Context.
Data-driven decision making
Occasional work at office, Attendance at offsites
What They're Looking For.
Must Have
10+ years workforce management, 10+ years business operations, 10+ years operations management, Proven experience leading WFM team, Deep functional domain expertise, Knowledge in contact center operations, Comprehensive understanding employee scheduling, Comprehensive understanding process optimization, In-depth knowledge WFM software, Proficiency in WFM tools, Understanding of industry best practices, Committed to learning emerging technologies, Experience with short range forecasting, Experience with scheduling, Experience with interval management, Experience with real-time adherence, Experience with provisioning, Experience with reporting, Experience working with contact center operations, Deep understanding customer service dynamics, Deep understanding contact volume fluctuations, Deep understanding WFM impact on service levels, Analytical skills, Problem-solving skills, Ability to interpret complex data, Make informed decisions based on forecasts, Make informed decisions based on real-time data
Nice to Have
Experience with Aspect, Experience with NICE, Experience with Verint
What You'll Do.
Oversee employee schedules
Match forecasted demand
Optimize resource allocation
Minimize under-staffing
Minimize over-staffing
Coordinate schedule adjustments
Adjust schedules for real-time demand
Adjust schedules for unforeseen events
Maintain service quality
Leverage staffing levers
Track shrinkage categories
Control shrinkage categories
Monitor factors impacting labor costs
Partner with real-time management
Monitor agent availability
Make on-the-fly adjustments
Maintain service levels
Design contingency plans
Implement contingency plans
Address staffing issues
Analyze performance data
Identify inefficiencies
Identify areas for improvement
Report on workforce metrics
Provide insights to senior management
Provide recommendations to senior management
Lead workforce operations team
Mentor workforce operations team
Foster continuous improvement
Foster accountability
Ensure team is trained
Ensure team utilizes WFM practices
Ensure team utilizes WFM technologies
Engage with external vendors
Partner with external vendors
Optimize workforce management solutions
Ensure workforce strategies support goals
Collaborate with Operations
Collaborate with Product
Ensure workforce operations align with strategies
How You'll Work.
Team & Collaboration
Cross-functional teams; Contact center management; HR; Operations; Product
Full Job Description
Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 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. The Community You Will Join: The Community Support org handles tens of millions of interactions yearly, engaging with one in five Airbnb customers by phone, messaging, chat, or social media channels. The group handles hundreds of issues across categories including Cancellations, Account Issues, Refunds, Payments, Reservations, Extenuating Circumstances, Booking & Listing issues, Safety & Claims. The organization is globally distributed with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon and an extensive partner network serving all regions. The Difference You Will Make: We are looking for a Senior Manager of Workforce Management (WFM) on our Community Support (CS) team. The Senior Manager will be responsible for maximizing efficiency by ensuring optimal staffing levels, enhancing the quality of customer interactions through continuous monitoring and training, and driving service level performance with data-driven insights. This role also focuses on balancing cost control while meeting service level agreements (SLAs) and improving the overall customer experience through analytics and feedback. This role will be responsible for managing workforce planning and real-time monitoring. A Typical Day: Workforce Scheduling & Capacity Planning: Oversee the creation and management of employee schedules to match forecasted demand. Ensure that schedules optimize resource allocation, minimizing under- and over-staffing. Coordinate with operations to adjust schedules based on real-time demand and unforeseen events. Optimize labor costs while maintaining service quality through strategically lev
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