Senior Workforce Planning Manager

Airbnb is seeking a Senior Workforce Planning Manager to optimize workforce efficiency and enhance customer interactions through data-driven analysis. This role is crucial for balancing cost control and service level agreements. 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.

• •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 unforeseen events.
• •Optimize labor costs while maintaining service quality through strategic workforce management.
• •Monitor and control unproductive time categories, ensuring rigorous oversight of overtime, absenteeism, and other factors impacting labor costs.

• •Collaborate in real-time with management to monitor call volume and agent availability, making adjustments on the fly to maintain service levels.
• •Design and implement contingency plans during peak periods or unforeseen increases in volume.
• •Communicate with operations leads to resolve staffing issues and find solutions to mitigate risks.

• •Analyze performance data to identify trends, inefficiencies, and areas for improvement.
• •Report on key staffing metrics such as occupancy rate, schedule adherence, unproductive time, and service levels.
• •Provide senior management with analyses and recommendations based on workforce data (e.g., changes in operating hours).

• •Lead and mentor a workforce operations team, fostering a culture of continuous improvement and accountability.
• •Ensure the team is trained and utilizes the latest workforce management practices and technologies.

• •Collaborate with external vendors and partners to optimize workforce management solutions.
• •Act as a liaison between the workforce operations team and contact center management to ensure workforce strategies support operational goals.
• •Collaborate with other departments, such as HR, operations, and product development, to ensure workforce management activities align with overall business strategies.

• •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.

• •At least 10 years of experience in workforce management, business operations, or operations management, serving international contact centers, with proven experience in leading and developing a workforce management team.
• •Deep functional expertise, knowledge of contact center operations and best practices, as well as a comprehensive understanding of staff scheduling and process optimization.
• •In-depth knowledge and expertise in workforce management software and tools: mastery of workforce management software (e.g., Aspect, NICE, Verint) is essential, along with a good understanding of industry best practices.
• •Commitment to training on emerging technologies within contact centers is essential.
• •Required experience in short-term forecasting, scheduling, real-time management, staffing, and reporting.
• •Required experience working 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 a proven track record of 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, empower and motivate teams and colleagues.
• •Excellent oral and written communication skills with the ability to interact effectively with senior management, frontline staff, and various other community service teams.