Senior Analyst

<div class="content-intro"><p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">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.</span></p></div><p>Job Description:</p> <p>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.&nbsp; This position requires some evening and weekend availability as business needs arise.</p> <p>Inherent Characteristics</p> <ul> <li>Customer Focus: must demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers.</li> <li>Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills</li> <li>Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.</li> <li>Time Management: must be able to multitask, be detail oriented and demonstrate strong organizational skills.</li> <li>Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.</li> <li>Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.</li> <li>Problem Solving: must demonstrate the proactive ability to find and define problems, understand business impact, identify solutions and provide recommendations for corrective action.</li> <li>Decision Quality: must possess the ability to work independently, establish priorities and demonstrate good judgment skills.</li> <li>Learning on the Fly: must be willing and able to take the initiative for learning, increasing knowledge and improving skills in a self-directed manner to improve performance and position added-value.</li> <li>Dealing with Ambiguity: ability to adapt and excel as a team player in a fast-paced and change-oriented environment.</li> </ul> <p>Key Responsibilities:</p> <ul> <li>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.</li> <li>Analyse capacity plans and undertake appropriate calculations to estimate job requirements , resources and review plans. If required make appropriate adjustments in the event of changes and unforeseen circumstances</li> <li>Maintain constant communication with Operations teams to coordinate needed staffing adjustments based on current and forecasted results.</li> <li>Produces call volume forecasts on a daily, weekly, monthly and annual basis for multi-site operation.</li> <li>Generates and evaluates staffing schedules, and ensures data updates into the scheduling system. Generates short and long-term staffing models and provides recommendations based on analysis.</li> <li>Compares results to forecast and identify opportunities for improvement.</li> <li>Provide daily/intraday performance reports to leadership and other related duties as assigned.</li> <li>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 in an effort to maximize resource efficiency and achieve service level goals / business objectives.</li> </ul>