Senior Analyst, Frontline Performance

🔥 0 minutes ago

🌐 Ireland, United States – Remote

🇮🇪 Ireland – Remote 🇺🇸 United States – Remote

💵 €84k - €105k / year

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 0%

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Airbnb

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 2007

✈️ Travel

📦 Logistics

🛍️ eCommerce

💰 Post-IPO Equity on 2020-12

Travel • Logistics • eCommerce

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

• Break down frontline performance by specialist, queue, vendor and site • Analyse operational data to identify detailed performance drivers • Root-cause specialist-driven changes in SLA, AHT, accuracy and utilisation • Monitor specialist-level metrics and recommend actions to Frontline Delivery leadership • Write requirements for specialist metrics and dashboards and refine them with Tools Support • Coordinate with Business Intelligence, Capacity Planning and Quality Analytics • Participate in weekly business reviews and operational escalations • Explain data findings to decision-makers • Use internal AI data analytics tools to accelerate analysis

🎯 Requirements

• 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role • Experience in an environment where operational decisions were made based on your numbers • High-standard SQL, including complex joins and window functions • Deep contact-centre or high-volume operations knowledge • Understanding of SLA, AHT, occupancy, shrinkage and adherence • Proven root-cause analysis in a multi-vendor, multi-site delivery model • Ability to distinguish causes across staffing, skilling, tooling and process • Ability to communicate complex analysis clearly to frontline managers and senior leaders

🏖️ Benefits

• Bonus eligibility • Equity eligibility • Benefits • Employee Travel Credits • Reasonable accommodations throughout the recruitment process • No fee or equipment purchase required during the interview process