Workforce Planning Senior Analyst

airbnb•Ireland•greenhouse
Posted Date:

September 14, 2025

Employment Type:

Not specified

Work Arrangement:

On-site/Hybrid

Skills & Technologies

Operationspreferred

Job Description

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:

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 Genesys WFM (preferred) or similar (IEX/NICE, 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

Our Commitment To Inclusion & Belonging: