The Workforce Management (WFM) Workforce Planning team is vital in ensuring we have the best possible support for our guests and hosts within Customer / Community Support (CS) operations. As a Senior Analyst, you will be responsible for leading and driving the allocation of headcount across multiple sites, channels and tiers and be expected to manage these and the relationships with partner WFM teams, capacity planning teams and internal stakeholders. You would be an important part of a fast moving, high profile team and be required to work closely with cross-functional teams to achieve the best results. 

Responsibilities:

• Lead the generation and deployment of schedules for the organizations, internally and externally depending on language, skill and contact channel
• Manage, build and track/report schedule demand for multiple services with multiple channels and languages across multiple inbound and back office channels
• Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing and workflows upon a business
• Become a subject matter expert and leader in the operations and functions of selected services to ensure the best WFM practices are applied to drive the highest efficiency
• Lead insights and recommendations to the planning and staffing process based on proven WFM insights for driving change within a service
• Actively plan for future scenarios, drive insights and strategies for these scenarios, and lead communications with stakeholders to have in place for potential challenges
• Analyse and interpret performance data to identify and implement opportunities for effective and efficient operations
• Effectively communicate across the broader Airbnb team and our outsources partners, including the preparation of performance reporting and their delivery at WBR/MBR and QBR’s
• Proven track record on leading increasingly complex initiatives -- e.g. completing the analysis of issues, gaining alignment on actions, and implementing and tracking results
• Participate in accredited third party up-skill trainings relevant to the role
• Establish an in-depth working knowledge of the aspects of the role, planning, forecasting, routing and strategy for given services and working knowledge of other services/tiers.
• Engage, as the WFP single owner, with new initiatives and projects that launch within CS
• Own the end-to-end WFP processes for a line / lines of businesses
• Provide cover and proxy for the Regional WFP Manager when and if required

Requirements:

• Must have a minimum 5 years of experience in a contact center management role
• Experience with Genesys WFM (preferred) or similar applications (i.e. IEX/NICE, Aspect/eWFM) is a must
• Well-developed problem-solving and analytical skills with strong attention to detail
• Ability to effectively communicate complex information clearly to a non-WFM / non-technical audience
• Exposure to Interactive Insights, Tableau and SQL preferred  
• Eagerness to learn & manage multiple technical systems
• Ability to process large amounts of complex raw data and present in a comprehensible fashion
• Self-motivated and driven, used to being in a fast-paced environment
• Solid knowledge of Excel and Google Docs
• A dedicated team player and relationship builder
• Readiness to travel to other offices domestically and internationally on occasion

Preferred:

• Previous knowledge and experience of Contact Centre planning in an emerging tech company 
• Previous experience scheduling across multiple languages 
• Previous experience scheduling regional interaction volumes