Manager - WFM Scheduling - BPO

Role of Manager with ability to operate a one stop shop set up

No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town.

In essence, this role is an - Air Traffic Controller- responsible for crafting a schedule that puts the right person on the right schedule at the right time. The ideal candidate will be analytical, highly organized, an excellent communicator, and have substantial experience managing complex schedules and/or operations.

While responsible for the day-to-day nitty gritty of schedules across multiple time zones and mediums, this role is also instrumental in planning for headcount and hiring. Essentially the role is focused on planning for the right workforce in Customer Experience (CX), including hiring and movement between teams; assessing metrics on an ongoing basis to see how we are doing; reviewing how effective schedules have been; and planning ahead for busier or slower times in our business.

The right person will be skilled at seeing the big picture, communicating effectively with multiple stakeholders on headcount hiring, a whiz at analyzing data, and highly motivated to improve systems and processes.

Like everyone we hire at Airbnb, it's a given that the right candidate would be absolutely passionate about our mission and contributing to the best work culture on the planet.

Responsibility

1. Schedule creation for customer experience staff including internal and outsourced

2. Partner with our call center outsourcers to review their staffing, make change requests, and ensure optimal staffing across internal and external teams

3. Communicate clearly and empathetically around schedules and business needs; build trust and transparency

4. Analyze data and metrics to identify the customer service level that Airbnb is providing; proactively identify opportunities for operational improvement

5. Collaborate in establishing policies, processes, and standards that support a world-class customer service operation

6. Keep senior leadership informed of status and performance

7. Oversee the work of the Real Time Analysts to ensure that goals are met or exceeded.

8. Provide clear and concise reporting of team, skill, and center statistics such as service level, occupancy, interval adherence, and absenteeism at determined frequencies.

9. Ability to build and run scheduling scenarios and provide analysis of potential impacts

10. Analyze performance data to identify opportunities to operate more effectively and efficiently

11. Effectively communicate across the broader Airbnb team and our outsource partners

12. Support time-off and shift-swaps requests

13. Support adding and removing new hires and leavers from WFM systems.

14. Support site-level resources with real-time management of schedule adherence and productivity

15. Facilitate any non-productive time (e.g. training) based on analysis to possible impacts to service delivery.

Requirement

1. Well-developed problem-solving and analytical skills

2. 5-10 years WFM experience in a complex contact centre environment

3. Experience with Genesys WFM preferred

4. Ability to learn & manage multiple technical systems

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

6. Effective communicator and relationship builder

7. Able to travel to other offices nationally and internationally on occasion

8. Work weekends and holidays as business needs require

9. Well-developed problem-solving and analytical skills

10. Strong attention to detail

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

12. Ability to learn & manage multiple technical systems

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

14. Effective communicator and relationship builder

15. Able to travel to other offices nationally and internationally on occasion

16. Solid knowledge of Excel.