Senior Analyst - Workforce Management, Manila

Airbnb was born in 2007 when two hosts welcomed three guests to their San Francisco home, and has since grown to over 5 million hosts who have welcomed over 2 billion guest arrivals in almost every country across the globe. Every day, hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

Job Description

The Senior Workforce Management Analyst is responsible for the daily efforts to provide a great customer and employee experience by effectively delivering real-time (intra-day) management with the purpose of optimizing resources to achieve business objectives. Key functional responsibility includes the ability to demonstrate a strong understanding of how planning/forecasting staffing requirements translate to the creation of optimal schedules and real-time (intra-day) management to support multi-department contact center operations. The ability to create forecasting and scheduling to that forecast is crucial. This position requires some evening and weekend availability as business needs arise.

Inherent Characteristics

Customer Focus: must demonstrate competency in dealing with all levels of stakeholders and building strong relationships with teams/Partners and all organizational customers.

Functional/Technical Skills: must possess strong quantitative, analytical and technical aptitude skills

Drive for Results: must possess the ability to work under pressure, meet deadlines and be accountable for performance.

Time Management: must be able to multitask, be detail oriented and demonstrate strong organizational skills.

Interpersonal Savvy: must demonstrate excellent interpersonal skills with all levels of organizational customers and team members.

Written Communication: must possess the ability to effectively, accurately and concisely convey thoughts and concepts, and provide information to all organization customers.

Problem Solving: must demonstrate the proactive ability to find and def