Senior Manager, Workforce Planning

6 hours, 2 minutes ago
Full-time
Senior
Operations
Airbnb

Airbnb

Airbnb is the world's largest community-driven hospitality company, offering homes and experiences in 191 countries. It is an online marketplace connecting people to unique accommodations and experiences globally.

Hotels, Restaurants & Leisure
5K-10K
Founded 2008

Description

  • Oversee employee scheduling and capacity planning to match forecasted demand.
  • Optimize resource allocation to reduce under-staffing and over-staffing.
  • Coordinate with operations to adjust schedules for real-time demand changes and unforeseen events.
  • Monitor and control labor cost drivers such as overtime, absenteeism, and shrinkage.
  • Partner with real-time management to track call volumes and agent availability and make service-level adjustments.
  • Design and implement contingency plans for peak periods and volume increases.
  • Analyze workforce performance data to identify trends, inefficiencies, and improvement opportunities.
  • Report on workforce metrics including occupancy, adherence, shrinkage, and service levels.
  • Provide data-driven recommendations to senior management on workforce and hours-of-operations decisions.
  • Lead and mentor the workforce operations team and promote continuous improvement and accountability.
  • Partner with external vendors and internal stakeholders across contact center management, HR, Operations, and Product.

Requirements

  • 10+ years of experience in workforce management, business operations, or operations management supporting global contact center operations.
  • Proven experience leading and developing a workforce management team.
  • Deep domain expertise in contact center operations and workforce planning best practices.
  • Strong understanding of employee scheduling, process optimization, and service-level management.
  • Proficiency with WFM software and tools such as Aspect, NICE, or Verint.
  • Experience with short-range forecasting, scheduling, interval management, real-time adherence, provisioning, and reporting.
  • Experience working in or closely with contact center operations and understanding contact volume fluctuations and their impact on service levels.
  • Strong analytical and problem-solving skills with the ability to use data to drive business decisions.
  • Strong project management skills and the ability to manage multiple initiatives simultaneously.
  • Excellent verbal and written communication skills and the ability to interact effectively with senior management, frontline staff, and cross-functional teams.
  • Must live in an eligible Canadian province, currently Ontario, British Columbia, Quebec, Alberta, or Saskatchewan.
  • Willingness to work occasionally from an Airbnb office or attend offsites.
  • Commitment to learning emerging technologies in contact centers.

Benefits

  • Annual base pay range of $144,000 to $180,000 CAD.
  • Eligible for bonus compensation.
  • Eligible for equity.
  • Eligible for benefits.
  • Eligible for Employee Travel Credits.
  • Remote-eligible role within approved Canadian provinces.
  • Reasonable accommodation support for candidates with disabilities during the application process.

Interested in this position?

Apply directly on the company website

Apply Now

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