Job Description
📋 Description Understand workforce metrics (SLA, shrinkage, occupancy, adherence, AHT) and translate insights Deep execution on queue management and communicate strategies across Airbnb teams and partners Analyze & report SLA performance with trend-based narratives Monitor site-level resources with real-time schedule adherence and performance data Communicate strategies clearly; build trust and transparency Work independently and as part of a team in dynamic environments 🎯 Requirements 5+ years WFM experience with queue management and scheduling Strong analytical, problem-solving skills Proactive, able to streamline processes and plan improvements Effective communicator and relationship builder Willing to travel domestically and internationally occasionally; weekend/holiday work Experience with Genesys WFM or similar tools (IEX, Tableau, Salesforce) 🎁 Benefits Hybrid work arrangement Travel to other offices nationally and internationally Inclusive culture and Belonging emphasis
