Senior Manager, Workforce Planning

🔥 20 hours ago

🇺🇸 United States – Remote

💵 $176k - $220k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

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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 match forecasted demand. • Ensure that schedules optimize resource allocation, minimizing under- and over-staffing. • Coordinate with operations to adjust schedules based on real-time demand and unforeseen events. • Optimize labor costs while maintaining service quality through strategically leverage staffing levers. • Track and control shrinkage categories and ensure tight monitoring over overtime, absenteeism, and other factors that impact labor costs. • Partner with the real-time management team to monitor call volumes and agent availability, making on-the-fly adjustments to maintain service levels. • Design and implement contingency plans during peak times, or unexpected medium term increase in volume. • Communicate with operations leaders to address staffing issues and find solutions to mitigate risks. • Analyze performance data to identify trends, inefficiencies, and areas for improvement. • Report on key workforce metrics such as occupancy, adherence, shrinkage, and service levels. • Provide insights and recommendations to senior management based on workforce data analysis (i.e. Hours of Ops change). • Lead and mentor a workforce operations team, fostering a culture of continuous improvement and accountability. • Ensure that the team is trained and utilizing the latest WFM practices and technologies. • Engage and partner with external vendors and partners to optimize workforce management solutions. • Serve as a liaison between the workforce operations team and contact center management to ensure that workforce strategies support operational goals. • Collaborate with other departments, such as HR, Operations, and Product, to ensure that workforce operations align with broader business strategies.

🎯 Requirements

• 10+ years experience in workforce management, business operations or operations management roles supporting global contact center operations, with proven experience leading and developing a WFM team. • Must have deep functional domain expertise and knowledge in contact center operations and best practices with a comprehensive understanding of employee scheduling and process optimization. • In-depth knowledge and expertise in WFM software and tools: Proficiency in WFM software and tools (e.g., Aspect, NICE, Verint) is essential with an understanding of industry best practices. Must be committed to learning the emerging technologies in contact centers. • Experience with short range forecasting, scheduling, interval management, real-time adherence, provisioning and reporting is required. • Experience working in or closely with contact center operations with a deep understanding of the dynamics of customer service, contact volume fluctuations, and the impact of workforce management on service levels is key. • Strong analytical and problem-solving skills with a proven track record for using data to drive key business decisions. Must have the ability to interpret complex data and make informed decisions based on forecasts and real-time data. • 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. Must be able to provide leadership, empowerment and motivation across teams and peers. • Excellent verbal and written communication skills with the ability to effectively interact with senior management, frontline staff and various other CS teams.

🏖️ Benefits

• Bonus • Equity • Employee Travel Credits