Senior Workforce Planning Manager

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

👥 B2C

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

B2C • eCommerce • Hospitality

Airbnb is a global online marketplace that connects people looking for accommodation with hosts offering unique and diverse lodging options, often in residential properties. Users can book spaces ranging from one-bedroom apartments to entire homes and boutique hotels. Airbnb also offers experiences, allowing guests to book activities hosted by locals, providing an authentic travel experience.

📋 Description

• Oversee the creation and management of employee schedules to meet forecasted demand. • Ensure schedules optimize resource allocation, minimizing understaffing and overstaffing. • Collaborate with operations teams to adjust schedules based on real-time demand and unforeseen events. • Optimize labor costs while preserving service quality through strategic use of workforce management levers. • Track and control categories of unproductive time, and closely monitor overtime, absenteeism, and other factors affecting labor costs. • Work in real time with leadership to monitor call volumes and agent availability, making on-the-fly adjustments to maintain service levels. • Design and implement contingency plans during peak periods or for unexpected medium-term increases in volume. • Communicate with operations managers to resolve staffing issues and identify solutions to mitigate risks. • Analyze performance data to identify trends, inefficiencies, and areas for improvement. • Report on key staffing metrics such as occupancy, schedule adherence, unproductive time, and service levels. • Provide senior leadership with analyses and recommendations based on workforce data (e.g., changes to operating hours). • Lead and coach a workforce operations team, fostering a culture of continuous improvement and accountability. • Ensure the team is trained and uses the latest workforce management practices and technologies. • Collaborate with vendors and external partners to optimize workforce management solutions. • Act as a liaison between the workforce operations team and contact center leadership to ensure workforce strategies support operational objectives. • Partner with other departments such as HR, operations, and product development to ensure workforce activities align with overall business strategies.

🎯 Requirements

• Minimum of 10 years of experience in workforce management, business operations, or operations management roles supporting international contact centers, with proven experience leading and developing a workforce management team. • Deep functional expertise, knowledge of contact center operations and best practices, and a comprehensive understanding of staff scheduling and process optimization. • Strong knowledge and expertise with workforce management software and tools: proficiency with workforce management platforms and tools (e.g., Aspect, NICE, Verint) is required, along with a solid understanding of industry best practices. A commitment to learning emerging contact center technologies is essential. • Required experience in short-term forecasting, scheduling, interval management, real-time monitoring/adherence, staffing, and reporting. • Experience working in or closely with contact centers is required, with a deep understanding of customer service dynamics, contact volume fluctuations, and the impact of workforce management on service levels. • Strong analytical and problem-solving skills with proven experience using data to make strategic business decisions. Ability to interpret complex data and make informed decisions based on forecasts and real-time information. • Strong project management skills, including the ability to manage multiple initiatives simultaneously. • Exceptional leadership skills with the ability to build and lead a high-performing team. Ability to lead, empower, and motivate teams and colleagues. • Excellent verbal and written communication skills with the ability to interact effectively with senior leadership, frontline staff, and various other teams within the community support organization.

🏖️ Benefits

• Bonus, equity, benefits, and Employee Travel Credits