Workforce Planning Analyst at Airbnb

This role is designed for a workforce planning professional with at least five years of experience managing complex contact center schedules across multiple sites and languages. You should be highly proficient with Genesys WFM or similar tools like NICE or Aspect and comfortable using SQL and Tableau to analyze performance data. **What makes it worth a look...** Joining a global brand like Airbnb provides exposure to high-volume, international operations and the chance to influence how support is delivered to millions of users. While the role is based in Manila, it offers unique professional development through international travel and the opportunity to build complex scheduling scenarios for a shared queue environment. **You might be a good fit if you...** * Have a deep technical mastery of Genesys WFM, IEX, or Aspect software. * Can translate complex raw datasets into clear performance reports for leadership. * Build and track schedules across various channels including voice, chat, and email. * Enjoy a fast-paced environment where you manage both internal teams and external outsource partners.