jobseeker Logo
Now Apply on the Go!
Download iimjobs Jobseeker App and get a seamless experience for your job-hunting
24/01 Abhishek Sethi
Recruiter at Airbnb

Views:646 Applications:148 Rec. Actions:Recruiter Actions:130

Airbnb - Regional Manager - Workforce Planning (12-16 yrs)

Delhi NCR/Gurgaon/Gurugram Job Code: 885002

The Challenge : 

- This role will lead the regional planning team in scheduling and real-time analysis across all service areas including Safety, Claims, volume services at partners, and specialty services such as social media. This will be achieved taking into account the differing levels of maturity and insights available for each area and overcoming the challenges that this brings. This person will work closely with the Head of Global CS, the Regional Director of APAC CS, and our APAC Partner teams to ensure we are achieving CS goals around SLA attainment, costs, and productivity.

- The workforce planning manager for APAC will also own the Global command center (GCC) operation which services global RTA 24/7 365. As the GCC services, all regions the APAC regional manager will collaborate with peers in EMEA and North America to ensure consistency of approach and delivery of real-time operations.

- The ideal candidate will be analytical, strategic, highly organized, and an excellent communicator. He or she will understand how to best leverage our systems and have substantial experience managing complex service structures and/or operations.

- While responsible for the day-to-day nitty-gritty of schedules across multiple time zones, languages, and channels, this role is also instrumental in planning for headcount, hiring, and performance. Essentially the role is focused on planning for the right workforce in Community Support, including hiring and movement between service/teams, assessing metrics on an ongoing basis, reviewing the effectiveness of schedules, and planning ahead for busier or slower times in our business to ensure we are there to support and service our community.

What you'll do : 

- Responsible for the overall delivery of the Global command center delivering real-time support for all sites languages and services

- Working with the Director of Global Planning and Insights to drive a performance culture within our operations

- Support the global performance manager, setting direction and removing obstacles and barriers to performance

- Ensure that a culture of performance is fostered across each region and that the output of the team supports the driving of action planning across all global sites and tiers

- Oversee schedule management for internal and partner customer support staff across all tiers

- Optimize for the best schedule coverage and also for employee happiness (i.e. schedule preferences)

- Manage policies that support these goals, collaborating with agent managers and operations managers

- Plan for both short-term and long-term team growth and distribution, including hiring and team movement; work with multiple stakeholders to gain hiring approval

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

- Review and create policies around scheduling that optimize for business need and employee happiness; partner with customer support managers to ensure clear communication

- Communicate clearly and empathetically around service performance, schedules and business needs; build trust and transparency

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

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

- Keep senior leadership informed of status and performance

- Liaise with FP&A to manage CS budgets for internal and outsourced partners

What you need to succeed : 

- Well-developed problem-solving and analytical skills

- 12-16 years experience managing a complex scheduling structure

- Prior experience in customer support call center workforce management (preferred)

- Experience with Nice WFM (preferred)

- Ability to learn & manage multiple technical systems

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

- Effective communicator and relationship builder

- Able to travel to other offices nationally and internationally on occasion

- Work weekends and holidays as business needs require

- Solid knowledge of Excel. Willing to learn SQL basics

Women-friendly workplace:

Maternity and Paternity Benefits

Add a note
Something suspicious? Report this job posting.