Analyze data and metrics to identify Airbnb's customer service levels and opportunities.
Communicate across the Airbnb team and outsource partners.
Support time-off and shift-swaps requests.
Performance reporting with WFM metrics, RCA and trend analysis.
Manage hires/leavers in WFM systems.
Real-time management of schedule adherence at site level.

🎯 Requirements

3+ years WFM experience with scheduling, capacity planning, trend analysis.
Well-developed problem-solving and analytical skills.
Proactive problem solver; able to see big picture and streamline processes.
Effective communicator and relationship builder.
Experience with Genesys WFM or similar (Blue Pumpkin/Verint, IEX, Aspect/eWFM).
Strong knowledge of Excel.

🎁 Benefits

Hybrid work in Gurugram, India.
Inclusive, Belonging culture at Airbnb.
Global collaboration and growth opportunities.
Gurugram office with strong team culture.

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