Senior Analyst, Wfm

Details

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 Senior Analyst, 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.

Responsibilities

• Develop, maintain, and optimize agent schedules to ensure adequate coverage aligned with forecasted volume and SLA goals.
• Partner with planning and operations teams to align staffing strategies with business forecasts and evolving priorities (capacity planning).
• Generate insights from scheduling data, shrinkage trends, and forecast variances to recommend actionable improvements.
• Collaborate with Operations, Training, Quality, and Program Management to ensure scheduling supports business initiatives.
• Review and refine scheduling models and parameters to enhance efficiency and adherence.
• Provide proactive scheduling solutions to minimize service disruptions and maximize productivity.
• Identify opportunities to streamline scheduling workflows and drive best practices across WFM processes.
• 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.

Requirements

• Minimum of 5 years of overall experience; at least 2 years of scheduling experience is mandatory.
• Any graduate degree.
• Well-developed problem-solving and analytical skills.
• Sound knowledge of forecasting, planning, scheduling and end-to-end WFM processes.
• Effective communication and relationship-building skills.
• Proactive problem solver; able to see the big picture and streamline processes while planning for long-term growth.
• Ability to travel to other offices nationally and internationally on occasion.
• Willingness to work weekends and holidays as business needs require; comfortable working flexible shifts (24/7).
• Strong attention to detail.
• Experience with IEX or similar applications (e.g., Blue Pumpkin/Verint, Genesys, Aspect/eWFM).
• Ability to learn and manage multiple technical systems.
• Solid knowledge of Excel and Google Sheets.

How We'll Take Care of You (Compensation & Benefits)

• India Annual Pay Range: ₹910,000 — ₹1,300,000 INR (annualized, inclusive of allowances).
• Role may be eligible for bonus or incentives, equity programs, benefits, and Employee Travel Credits.

Location

• Offices: Gurugram, India

Inclusion

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.