Senior Analyst - Workforce Management Job at Airbnb (Manila)

Job Description

The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

Job Responsibility

Perform continual analysis of current performance (noting recent historical trends) and conduct real-time re-forecasting to make necessary adjustments in staffing plans and coordinate with Operations teams to achieve service level goals / business objectives for a multi-site operation
Analyse capacity plans and undertake appropriate calculations to estimate job requirements, resources and review plans, making appropriate adjustments in the event of changes and unforeseen circumstances
Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results
Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation
Generates and evaluates staffing schedules, and ensures data updates into the scheduling system, generating short and long-term staffing models and providing recommendations based on analysis
Compares results to forecast and identify opportunities for improvement
Provide daily/intraday performance reports to leadership and other related duties as assigned
Provide support and guidance to the RTA team on usage of tools (IEX, Genesys, Tableau GCXI etc.) and workforce management techniques to make intra-day adjustments to maximize resource efficiency and achieve service level goals / business objectives

Requirements

Strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations
ability to create forecasting and scheduling to that forecast
competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers
strong quantitative, analytical and technical aptitude skills
ability to work under pressure, meet deadlines and be accountable for performance
ability to multitask, be detail oriented and demonstrate strong organizational skills
excellent interpersonal skills with all levels of organizational customers and team members
ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers
proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action
ability to work independently, establish priorities and demonstrate good judgment skills
willingness and ability to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner
ability to adapt and excel as a team player in a fast-paced and change-oriented environment

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Senior Analyst - Workforce Management

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