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Senior Analyst - Workforce Management

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Airbnb

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Location:
Philippines , Manila

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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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

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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