Airbnb
SeniorManager,WorkforcePlanning
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optimal for Manager candidates.
“Senior Manager, Workforce Planning at Airbnb. Skills: Workforce management, Contact center operations, Scheduling, Process optimization. Oversee creation of employee schedules. Manage employee schedules”
What You'll Achieve.
Maximize efficiency; Ensure optimal staffing levels; Enhance quality of customer interactions; Drive service level performance; Balance cost control; Meet service level agreements; Improve overall customer experience
Industry & Context.
Problem-solving; Data-driven decision making
Occasional work at Airbnb office, Attendance at offsites
What They're Looking For.
Must Have
10+ years experience in workforce management, 10+ years experience in business operations, 10+ years experience in operations management, Proven experience leading WFM team, Deep functional domain expertise, Knowledge in contact center operations, Comprehensive understanding of employee scheduling, Comprehensive understanding of process optimization, Proficiency in WFM software and tools, 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 of customer service dynamics, Deep understanding of contact volume fluctuations, Analytical skills, Problem-solving skills, Ability to interpret complex data, Ability to make informed decisions, Project management skills, Ability to manage multiple initiatives, Exceptional leadership skills, Ability to build high performing team, Ability to provide leadership, Ability to provide empowerment, Ability to provide motivation, Excellent verbal communication skills, Excellent written communication skills, Ability to effectively interact with senior management, Ability to effectively interact with frontline staff, Ability to effectively interact with CS teams, Must live in a state where Airbnb, Inc. has a registered entity
Nice to Have
Committed to learning emerging technologies
What You'll Do.
Oversee creation of employee schedules
Manage employee schedules
Match forecasted demand
Optimize resource allocation
Minimize under-staffing
Minimize over-staffing
Coordinate with operations
Adjust schedules based on real-time demand
Adjust schedules based on unforeseen events
Maintain service quality
Leverage staffing levers
Track shrinkage categories
Control shrinkage categories
Monitor factors impacting labor costs
Partner with real-time management team
Monitor agent availability
Make on-the-fly adjustments
Maintain service levels
Design contingency plans
Implement contingency plans
Address staffing issues
Find solutions to mitigate risks
Analyze performance data
Identify inefficiencies
Identify areas for improvement
Report on key workforce metrics
Provide insights to senior management
Provide recommendations to senior management
Lead workforce operations team
Mentor workforce operations team
Foster culture of continuous improvement
Foster culture of accountability
Ensure team is trained
Ensure team is utilizing WFM practices
Ensure team is utilizing WFM technologies
Engage with external vendors
Partner with external vendors
Optimize workforce management solutions
Ensure workforce strategies support operational goals
Collaborate with other departments
Ensure workforce operations align with business strategies
How You'll Work.
Team & Collaboration
Cross-functional teams; HR; Operations; Product
Communication Scope
Verbal communication; Written communication
Process & Methodology
Project management
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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