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'll support:
The Community Support team manages tens of millions of interactions every year and communicates with 1 in 5 Airbnb customers by phone, messaging, chat, or social media. The service handles hundreds of issues across different categories, including cancellations, account issues, refunds, payments, reservations, force majeure cases, booking and listing problems, safety, and compensation requests. The organization operates globally, with offices in San Francisco, Dublin, Montreal, Seattle, Singapore, Manila, Gurgaon, as well as an extensive network of partners covering all regions.
Your contribution:
We are looking for a Senior Workforce Planning Manager for our Community Support (CS) team. This person will be responsible for maximizing efficiency through workforce optimization, improving the quality of customer interactions through continuous monitoring and training, and enhancing service levels through data-driven analysis. This role also involves balancing cost control with service level agreement (SLA) compliance while improving overall customer experience through data analysis and feedback. The person in this position will be responsible for managing workforce planning and real-time monitoring.
A typical day:
Workforce and capacity planning:
- Oversee the creation and management of employee schedules to meet forecasted demand.
- Ensure schedules optimize resource allocation, minimizing understaffing and overstaffing.
- Collaborate with operational teams to adjust schedules based on real-time demand and unexpected changes.
- Optimize labor costs while preserving service quality through strategic use of workforce management levers.
- Monitor and control unproductive time categories, and ensure rigorous oversight of overtime, absenteeism, and other factors impacting labor costs.
Service level management:
- Collaborate in real-time with the management team to monitor call volume and agent availability, and make on-the-fly adjustments to maintain service levels.
- Design and implement contingency plans during peak periods or in case of unexpected medium-term volume increases.
- Communicate with operations managers to address staffing issues and find solutions to mitigate risks.
Performance analysis and reporting:
- Analyze performance data to identify trends, inefficiencies, and areas for improvement.
- Report on key workforce metrics, such as occupancy rate, schedule adherence, unproductive time, and service levels.
- Provide senior management with data-driven analysis and recommendations regarding workforce (for example, changes to opening hours schedules).
Leadership and team development:
- Lead and mentor 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.
Collaboration and stakeholder management:
- Collaborate with external vendors and partners to optimize workforce management solutions.
- Act as a bridge between the workforce operations team and contact center management to ensure workforce strategies support operational objectives.
- Collaborate with other departments, such as human resources, operations, and product development, to ensure workforce management activities align with overall business strategies.
Your expertise:
- At least 10 years of experience in roles related to workforce management, business operations, or operations management, serving 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.
- In-depth knowledge and expertise in workforce management software and tools: proficiency with workforce management software and tools (for example, Aspect, NICE, Verint) is essential, as well as a good understanding of industry best practices. A commitment to learning emerging technologies within contact centers is essential.
- Required experience in short-term forecasting, planning, interval management, real-time monitoring, staffing, and reporting.
- Required experience working or collaborating closely in the contact center field, 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 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. Ability to demonstrate leadership, hold teams and colleagues accountable, and motivate them.
- Excellent oral and written communication skills with the ability to interact effectively with senior management, front-line staff, and various other Community Support teams.
Your location:
Due to the nature of this position, the selected candidate must be based in Canada to perform their work. Currently, employees can be located in: British Columbia, Ontario, Quebec, Alberta, or Saskatchewan. This list is continuously updated, please check with us if the provinces where you live are on the list. If your position is employed by another Airbnb entity, your recruiter will inform you of the provinces in which you are eligible to work.
Our commitment to inclusion and belonging:
Airbnb is committed to working with the broadest possible talent pool. We believe that diversity of ideas fosters innovation and engagement, and enables us to attract creative people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
We also strive to provide an inclusive application and interview process for people with disabilities. If you are a candidate with a disability and need reasonable accommodations to submit an application, please contact us at: [email protected]. Please include your full name, the position you are applying for, and the accommodations needed to assist you in the recruitment process.
We ask you to contact us only if you are a candidate whose disability prevents you from completing our online application.
We use automated tools to help our recruitment team efficiently review a large number of applications. All final hiring decisions are made by a human.
This position is newly created and does not replace or fill an existing position.
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 subject to change and may be modified in the future. This role may also be eligible for bonus, equity, benefits, and Employee Travel Credits.
Canada Annual Pay Range
$144,000—$180,000 CAD