Workforce Planning Analyst

About This RoleAI processing…

Key Responsibilities

• 1
  Partner with operations to generate and deploy schedules based on language, skill and contact channel
• 2
  Set up, manage and maintain schedules for several internal teams
• 3
  Manage, build and track/report schedule demand for multiple partner sites with multiple channels and languages across a shared queue environment
• 4
  Build and run scheduling scenarios and provide analysis of potential impacts of new lines of business, changes to SLA, routing, skilling etc.
• 5
  Work closely with the broader Workforce Management (WFM) team to understand all aspects of capacity planning and forecasting
• 6
  Track, analyse and report employee performance with reports from Genesys
• 7
  Analyse and report historical data and trends, daily, weekly, monthly etc.
• 8
  Analyse performance data to identify opportunities to operate more effectively and efficiently
• 9
  Effectively communicate across the broader Airbnb team and our outsource partners, including preparing performance reporting and the delivery of them at WBR/MBR and QBR’s.

Requirements

• Bachelor’s Degree or equivalent experience is required.
• Must have a minimum 5 years of experience in a contact center management role.
• Experience with Genesys WFM (preferred) or similar applications (i.e. IEX/NICE, Aspect/eWFM) is a must
• Well-developed problem-solving and analytical skills with attention to detail
• Ability to effectively communicate complex information clearly to a non WFM/technical audience
• Exposure to Interactive Insights, Tableau and SQL preferred
• Eagerness to learn & manage multiple technical systems
• Ability to process large amounts of complex raw data and present in a comprehensible fashion
• Self-motivated and driven, used to being in a fast-paced environment
• Previous experience with ACD reporting and administration is a plus
• Solid knowledge of Excel and Google Docs
• A dedicated team player and relationship builder
• Readiness to travel to other offices nationally and internationally on occasion.

Perks & BenefitsTypical for this role