Job Description

The Community You Will Join:
The Workforce Management (WFM) team plays a crucial role in ensuring Airbnb provides world-class support to guests and hosts. As part of Customer Support operations, this team collaborates with internal stakeholders, capacity planning teams, and external partner WFM teams to optimize workforce efficiency. This is a fast-moving, high-impact environment where strategic planning and data-driven insights are key to success
The Difference You Will Make:
As a Workforce Planning Senior Analyst, you will lead the allocation of headcount across multiple sites, channels, and tiers, ensuring optimal staffing levels for Airbnb's global support network. Your expertise in forecasting, scheduling, and capacity planning will drive operational excellence. Success in this role means delivering data-backed staffing strategies, optimizing workforce efficiency, and proactively solving resourcing challenges to improve customer experience.
A Typical Day:

• Generate and deploy schedules across multiple services, languages, and contact channels.
• Analyze demand trends and build scheduling scenarios to optimize staffing levels.
• Provide insights on the impact of new business lines, SLA changes, and workflow adjustments.
• Collaborate cross-functionally to refine workforce planning strategies and ensure alignment with business goals.
• Track and report on workforce performance, presenting findings in WBR, MBR, and QBR meetings.
• Serve as the WFM lead on new initiatives, ensuring operational readiness.
• Act as a proxy for the Regional Workforce Planning Manager as needed

Your Expertise:

• 5+ years of experience in a contact center management role.
• Strong proficiency in workforce planning tools such as IEX/NICE (preferred) or similar (Genesys WFM, Aspect/eWFM).
• Advanced analytical and problem-solving skills, with the ability to interpret large datasets and communicate insights clearly.
• Exposure to data visualization tools like Tableau, SQL, and Interactive Insights is preferred.
• Expertise in Excel and Google Sheets for data analysis and reporting.
• Self-motivated, detail-oriented, and comfortable in a fast-paced, dynamic environment.
• Experience in contact center planning within an emerging tech company is preferred.
• Ability to travel nationally and internationally as required

Your Location:
This position is Canada - Remote Eligible. The role may include occasional work at an Airbnb office or attendance at offsites, as agreed to with your manager. While the position is Remote Eligible, you must live in a province where Airbnb Canada, Inc. has a registered entity. Currently we can hire in the following provinces: Ontario, British Columbia, Quebec, and Saskatchewan. This list is continuously evolving, so please check back with your recruiter on what provinces you are eligible to work from.
Our Commitment To Inclusion & Belonging:
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.
We strive to also provide a disability inclusive application and interview process. If you are a candidate with a disability and require reasonable accommodation in order to submit an application, please contact us at: reasonableaccommodations@airbnb.com. Please include your full name, the role you're applying for and the accommodation necessary to assist you with the recruiting process.
We ask that you only reach out to us if you are a candidate whose disability prevents you from being able to complete our online application.

Skills Required