WFM Analyst

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. About Airbnb: ​Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people. What you’ll do • Understanding of workforce metrics (SLA, shrinkage, occupancy, adherence, AHT, etc.) with an ability to incorporate insights into planning • Deep execution on Queue management, while effectively communicating strategies, processes across Broader Airbnb team and our Outsourced Partners • Strong skills in information gathering, data collection with analysis, and reporting SLA performance to broader domains • Performance reporting with strong footprint of WFM metrics, RCA with supported narratives using trends and current performance • Support site-level resources with real-time management of schedule adherence and analyze performance data to identify opportunities to operate more effectively and efficiently • Communicate clearly and empathetically around strategies and business needs; build trust and transparency • Self-starter/Teamwork abilities: Workforce a…