WFM Analyst

Airbnb
Gurugram
Workplace: HybridFull timeINR 770,000 - 970,000 annuallyFunction: Data Analytics & Business IntelligenceExperience: 5+ yearsSkills: ["Problem-solving","Analytical skills","Communication","Relationship building","Attention to detail"]

Own workforce management analytics by building insights from key metrics like SLA, shrinkage, occupancy, adherence, and AHT. Execute queue management and deliver SLA performance reporting across domains, including RCA with supporting narratives and trends. Monitor schedule adherence in real time, identify opportunities to improve operational effectiveness, and communicate strategies clearly with Airbnb teams and outsourced partners. Bring strong analytical rigor, reporting skills, and the ability to adapt to fast-moving needs.

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FursaFursa
Airbnb
Airbnb
2 weeks ago

WFM Analyst

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Own workforce management analytics by building insights from key metrics like SLA, shrinkage, occupancy, adherence, and AHT. Execute queue management and deliver SLA performance reporting across domains, including RCA with supporting narratives and trends. Monitor schedule adherence in real time, identify opportunities to improve operational effectiveness, and communicate strategies clearly with Airbnb teams and outsourced partners. Bring strong analytical rigor, reporting skills, and the ability to adapt to fast-moving needs.
Location: Gurugram
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Mid level

Key Responsibilities

  • •Incorporate insights from workforce metrics (SLA, shrinkage, occupancy, adherence, AHT) into planning.
  • •Execute queue management while communicating strategies and processes across teams and outsourced partners.
  • •Gather, analyze, and report SLA performance, including RCA with supported narratives using trends.
  • •Monitor site-level schedule adherence in real time and identify opportunities to operate more effectively and efficiently.
  • •Communicate clearly and empathetically, building trust and transparency across stakeholders while adapting to dynamic situations.
Travel: Low travel

Pay and Benefits

Salary: INR 770,000 - 970,000 annually
Equity and Bonus:Equity
Perks:Travel Allowance

Key Requirements

  • •5+ years of workforce management (WFM) experience with hands-on queue management and scheduling analysis.
  • •Strong problem-solving and analytical skills with the ability to read data and perform trend analysis.
  • •Proactive, able to streamline processes and plan improvements with a big-picture mindset.
  • •Experience with WFM tools such as Genesys WFM (or similar), plus the ability to learn/manage multiple technical systems.
  • •Strong communication and relationship-building skills, with weekend/holiday availability and occasional national/international travel.
Experience:5+ years
Skills:Problem-solvingAnalytical skillsCommunicationRelationship buildingAttention to detail
Languages:English
Tech Stack:Genesys WFMIEXTableauSupersetSalesforceExcelGoogle Sheets

Company Brief

Airbnb
Online marketplace that connects travelers with hosts offering short-term lodging, experiences, and long-term stays. Facilitates booking, payments, and reviews while providing tools for hosts to manage listings globally.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn