About the job
Founded in 2007, Airbnb has transformed the way people travel, connecting over 5 million hosts with more than 2 billion guests in nearly every country around the world. Each day, our unique accommodations and enriching experiences foster authentic connections between guests and communities.
Your Impact:
The Workforce Management (WFM) Scheduler plays a crucial role in delivering exceptional support to our guests and hosts through Customer Support operations. In this position, you will oversee headcount allocation across various sites, channels, and tiers, while maintaining strong relationships with partner WFM teams. You will be an integral member of a dynamic and high-profile team, collaborating closely with cross-functional teams to drive optimal outcomes.
A Day in Your Role:
- Collaborate with operations to create and implement schedules based on language, skill set, and contact channel.
- Establish, manage, and maintain schedules for multiple internal teams.
- Oversee and report on schedule demands for various partner sites and channels within a shared queue environment.
- Develop and execute scheduling scenarios, analyzing potential impacts of new business lines, SLA changes, routing, and skill adjustments.
- Work with the broader WFM team to enhance understanding of capacity planning and forecasting.
- Monitor and analyze employee performance using data from Genesys.
- Evaluate and report on historical data and trends, on a daily, weekly, and monthly basis.
- Identify opportunities to improve operational effectiveness and efficiency through performance data analysis.
- Effectively communicate with the wider Airbnb team and our outsourcing partners, including preparing performance reports for WBR, MBR, and QBR meetings.
