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Workforce Planning Senior Analyst
Airbnb
Original Job Summary
About Airbnb
Airbnb was born in 2007 when two hosts welcomed three guests in San Francisco. Today, over 5 million hosts have welcomed more than 2 billion guests around the globe, creating unique stays and experiences that connect communities authentically.
The Community You Will Join
The Workforce Management (WFM) team is essential in providing world-class support to guests and hosts. This team works closely with internal stakeholders, capacity planning teams, and external partner WFM teams to optimize workforce efficiency in a fast-moving, high-impact environment.
The Difference You Will Make
As a Workforce Planning Senior Analyst, you will lead headcount allocation across multiple sites, channels, and tiers. Your role drives operational excellence through data-backed staffing strategies, optimized efficiency, and proactive resolution of resourcing challenges to enhance customer experience.
A Typical Day
- Generate and deploy schedules across services, languages, and contact channels.
- Analyze demand trends and build scheduling scenarios.
- Provide insights on the impact of new business lines and SLA changes.
- Collaborate to refine workforce planning strategies aligning with business goals.
- Track and report workforce performance in regular business reviews.
- Lead new initiatives and act as proxy for the Regional Workforce Planning Manager.
Your Expertise
- 5+ years in a contact center management role.
- Proficiency in workforce planning tools such as IEX/NICE or similar.
- Advanced analytical skills and ability to interpret large datasets.
- Experience with data visualization tools like Tableau, SQL, and Interactive Insights.
- Expertise in Excel and Google Sheets for analysis and reporting.
- Detail-oriented and comfortable in a fast-paced environment.
- Experience in contact center planning within an emerging tech company is preferred.
- Ability to travel nationally and internationally as required.
Your Location
This position is Canada - Remote Eligible. Occasional work at an Airbnb office or offsites may be required. You must live in a province where Airbnb Canada, Inc. has a registered entity (Ontario, British Columbia, Quebec, Alberta, or Saskatchewan).
Our Commitment To Inclusion & Belonging
Airbnb is committed to inclusivity and welcomes candidates from all backgrounds. Candidates requiring disability accommodations should contact reasonableaccommodations@airbnb.com with details.
Key skills/competency
- Workforce Planning
- Forecasting
- Capacity Planning
- Data Analysis
- Scheduling
- Contact Center Management
- Excel
- Tableau
- SQL
- Cross-functional Collaboration
How to Get Hired at Airbnb
🎯 Tips for Getting Hired
- Research Airbnb's culture: Understand mission, values, and updates.
- Tailor your resume: Highlight workforce planning and analytics skills.
- Showcase data expertise: Provide examples using Excel & Tableau.
- Prepare for scenario questions: Practice forecasting and scheduling cases.