Senior Analyst, WFM

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.

The Community You Will Join:

As a SeniorAnalyst, WFM (Scheduler) within the Workforce Management (WFM) team, you will play a critical role in ensuring accurate forecasting, scheduling, and capacity planning to meet operational objectives. You will work closely with operations, global planning, and other cross-functional teams to ensure optimized staffing levels and seamless execution of schedules across multiple sites and lines of business.

The Difference You Will Make:

• Scheduling Excellence: Develop, maintain, and optimize agent schedules to ensure adequate coverage aligned with forecasted volume and SLA goals.

• Capacity Planning: Partner with planning and operations teams to align staffing strategies with business forecasts and evolving priorities.

• Data-Driven Decisions: Generate insights from scheduling data, shrinkage trends, and forecast variances to recommend actionable improvements.

• Cross-Functional Collaboration: Work with Operations, Training, Quality, and Program Management to ensure scheduling supports all business initiatives.

• Continuous Optimization: Review and refine scheduling models and parameters to enhance efficiency and adherence.

• Operational Support: Provide proactive scheduling solutions to minimize service disruptions and maximize productivity.

• Process Improvement: Identify opportunities to streamline scheduling workflows and drive best practices across WFM processes.

A Typical Day:

• Build, publish, and maintain agent schedules based on forecasted requirements and staffing plans.

• Coordinate shift bids, rotations, and schedule adjustments in alignment with business rules and local labor guidelines.

• Partner with Real-Time Analysts and Operations to manage schedule adherence and intraday changes.

• Track and manage planned and unplanned shrinkage to ensure service levels are maintained.

• Generate and share scheduling reports and insights with key stakeholders.

• Use Genesys and IEX (or similar WFM tools) to manage scheduling, forecasting, and reporting activities.

• Maintain detailed data records in Google Sheets and other reporting tools.

• Support initiatives related to workforce optimization, headcount planning, and efficiency improvements.

Your Expertise:

• A minimum of 5 Years of overall experience. 2 years of scheduling experience is mandatory

• Any graduate

• Well-developed problem-solving and analytical skills

• Sound knowledge of forecasting, planning, scheduling and end to end WFM

• Effective communication and relationship building skills

• Proactive problem solver; able to see big picture and streamline current processes while planning for long-term growth

• Able to travel to other offices nationally and internationally on occasion

• Work weekends and holidays as business needs require

• Strong attention to detail

• Experience with IEX or similar applications (i.e., Blue Pumpkin/Verint, Genesys, Aspect/eWFM)

• Ability to learn & manage multiple technical systems

• Solid knowledge of Excel and Google Sheet.

• Should be comfortable working into flexible shifts (24*7)

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.

How We'll Take Care of You:

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range shown below is annualized, is inclusive of allowances and is subject to change and may be modified in the future. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.

India Annual Pay Range
₹910,000—₹1,300,000 INR