WFM Analyst

Airbnb; Gurugram District; On-site; INR 770,000 - 970,000; Full time

Job summary

Airbnb is seeking a seasoned Workforce Analyst to join our India team in Gurugram. You will own workforce metrics, manage queues, and drive real-time scheduling and adherence improvements across internal and outsourced partners.

You’ll analyze data trends, produce performance reports, and communicate insights clearly to stakeholders. The role requires strong analytical skills, 5+ years in WFM, and familiarity with Genesys WFM, Tableau or similar tools.

Qualifications

• Minimum 5 years WFM experience with hands-on experience on Queue management and scheduling.
• Comfortable working as an RTA
• Proactive problem solver; able to see big picture and streamline current processes while planning for business improvements
• Effective communicator and relationship builder
• Able to travel to other offices nationally and internationally on occasion
• Work weekends and holidays as business needs
• Solid knowledge of Excel and Google sheet

Responsibilities

• Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT, etc.) with an ability to incorporate insights into planning
• Deep execution on Queue management, while effectively communicating strategies, processes across Broader Airbnb team and our Outsourced Partners
• Strong skills in information gathering, data collection with analysis, and reporting SLA performance to broader domains
• Performance reporting with strong footprint of WFM metrics, RCA with supported narratives using trends and current performance
• Support site-level resources with real-time management of schedule adherence and analyze performance data to identify opportunities to operate more effectively and efficiently
• Communicate clearly and empathetically around strategies and business needs; build trust and transparency
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
• Ability to handle dynamic situations: They require the ability to work effectively in a fast-pace situation and to handle multi-dimensional work, as well as to adapt to rapid changes in information, process, direction, or immediate workflow

Skills

WFM experience

Queue management

Data analysis

Excel

Google Sheets

Strong communication

Travel flexibility

Team collaboration

Problem solving

RTA

Tools

Genesys WFM

IEX

Tableau

Superset

Salesforce

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.

About Airbnb:

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.

What You’ll Do

• Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT, etc.) with an ability to incorporate insights into planning
• Deep execution on Queue management, while effectively communicating strategies, processes across Broader Airbnb team and our Outsourced Partners
• Strong skills in information gathering, data collection with analysis, and reporting SLA performance to broader domains
• Performance reporting with strong footprint of WFM metrics, RCA with supported narratives using trends and current performance
• Support site-level resources with real-time management of schedule adherence and analyze performance data to identify opportunities to operate more effectively and efficiently
• Communicate clearly and empathetically around strategies and business needs; build trust and transparency
• Self-starter/Teamwork abilities: Workforce analyst must be able to work independently as well as function effectively as a member of a team
• Ability to handle dynamic situations: They require the ability to work effectively in a fast-pace situation and to handle multi-dimensional work, as well as to adapt to rapid changes in information, process, direction, or immediate workflow

What You Need To Succeed

• Well-developed problem-solving and analytical skills
• Minimum 5 years WFM experience with hands-on experience on Queue management, understanding of scheduling with ability to read data as trend analysis.
• Comfortable working as an RTA
• Proactive problem solver; able to see big picture and streamline current processes while planning for business improvements
• Effective communicator and relationship builder
• Able to travel to other offices nationally and internationally on occasion
• Work weekends and holidays as business needs
• Strong attention to detail
• Experience with Genesys WFM or similar applications (i.e.,IEX, Tableau, Superset, Salesforce)
• Ability to learn & manage multiple technical systems
• Solid knowledge of Excel and Google sheet

Our Commitment To Inclusion & Belonging

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care Of You

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.

India Annual Pay Range

₹770,000—₹970,000 INR