Workforce Management Analyst

Job Description

Role Overview:You will join the Workforce Management (WFM) team at Airbnb as a Real-Time Analyst (RTA). In this role, you will be responsible for monitoring real-time performance metrics, optimizing staffing levels, and ensuring smooth day-to-day operations to meet SLAs and operational targets. Your focus will be on resolving issues, generating insights, providing cross-functional support, and contributing to customer satisfaction through effective resource management.Key Responsibilities:- Monitor and analyze real-time performance metrics, such as call volume, agent availability, and service level adherence.- Adjust staffing levels and schedules as needed to meet service level agreements (SLAs).- Collaborate with team leaders and supervisors to address variances in real-time performance and staffing.- Generate and distribute real-time performance reports to stakeholders.- Identify trends and provide insights for continuous improvement in workforce management.- Utilize Genesys and IEX software to manage workforce data and optimize call center operations.- Create and maintain Google Sheets for tracking and reporting purposes.- Manage shrinkage as per operations requirements.Qualifications Required:- Minimum of 5 years of overall experience, with RTA management experience being mandatory.- Any graduate qualification.- Well-developed problem-solving and analytical skills.- Effective communication and relationship building skills.- Proactive problem solver with the ability to see the big picture and streamline processes for long-term growth.- Willingness to travel nationally and internationally on occasion.- Availability to work weekends and holidays as per business needs.- Strong attention to detail.- Experience with Genesys WFM or similar applications.- Ability to learn and manage multiple technical systems.- Solid knowledge of Excel.- Comfortable working flexible shifts (24*7).Please note that the salary details provided in the job description have been omitted. Role Overview:You will join the Workforce Management (WFM) team at Airbnb as a Real-Time Analyst (RTA). In this role, you will be responsible for monitoring real-time performance metrics, optimizing staffing levels, and ensuring smooth day-to-day operations to meet SLAs and operational targets. Your focus will be on resolving issues, generating insights, providing cross-functional support, and contributing to customer satisfaction through effective resource management.Key Responsibilities:- Monitor and analyze real-time performance metrics, such as call volume, agent availability, and service level adherence.- Adjust staffing levels and schedules as needed to meet service level agreements (SLAs).- Collaborate with team leaders and supervisors to address variances in real-time performance and staffing.- Generate and distribute real-time performance reports to stakeholders.- Identify trends and provide insights for continuous improvement in workforce management.- Utilize Genesys and IEX software to manage workforce data and optimize call center operations.- Create and maintain Google Sheets for tracking and reporting purposes.- Manage shrinkage as per operations requirements.Qualifications Required:- Minimum of 5 years of overall experience, with RTA management experience being mandatory.- Any graduate qualification.- Well-developed problem-solving and analytical skills.- Effective communication and relationship building skills.- Proactive problem solver with the ability to see the big picture and streamline processes for long-term growth.- Willingness to travel nationally and internationally on occasion.- Availability to work weekends and holidays as per business needs.- Strong attention to detail.- Experience with Genesys WFM or similar applications.- Ability to learn and manage multiple technical systems.- Solid knowledge of Excel.- Comfortable working flexible shifts (24*7).Please note that the salary details provided in the job description have been omitted.

Keyskills :
Analytical skillsCommunicationRelationship buildingExcelBlue PumpkinIEXRTA managementProblemsolvingAttention to detailGenesys WFMVerint