Workforce Planning Senior Analyst
@ Airbnb

Hybrid
CA$85,000
Hybrid
Full Time
Posted 21 hours ago

Your Application Journey

Personalized Resume
Apply
Email Hiring Manager
Interview

Email Hiring Manager

XXXXXXXX XXXXXXXXXXX XXXXXXXX***** @airbnb.com
Recommended after applying

Job Details

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
Apply without a personalized resume

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.

📝 Interview Preparation Advice

Technical Preparation

Review workforce planning tools like IEX and NICE.
Practice Excel data analysis techniques.
Familiarize with Tableau and SQL basics.
Study scheduling and forecasting methodologies.

Behavioral Questions

Describe a past forecasting challenge handled.
Explain your cross-functional team collaboration process.
Discuss your problem solving in dynamic environments.
Share an experience adapting under pressure.

Frequently Asked Questions