RemoteLeaf Logo
Log in Sign up

Senior Manager, Workforce Planning

6 hours, 2 minutes ago
Canada
Full-time
Senior
Operations Manager
Operations
Apply Now
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
View All Jobs 132

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

Similar Roles

Twilio

Senior Environmental Sustainability & ESG Manager

Twilio 5K-10K Diversified Telecommunication Services

Twilio is hiring a Senior Environmental Sustainability & ESG Manager to implement, operate, and improve its global environmental sustainability and ESG programs.

United States Full-time Senior Operations Manager
$142k-$208k
Twilio
5 hours, 47 minutes ago
Carvana

Market Operations Manager

Carvana 10K-50K Automotive

Carvana is hiring a Market Operations leader to oversee daily site operations, team development, and customer experience for its fast-paced online car buying business.

United States Full-time Senior Operations Manager
6 hours, 2 minutes ago
Affirm

Director, People Business Partner

Affirm 1K-5K Diversified Financial Services

Affirm is seeking an experienced People Business Partner to support its Engineering organization by shaping organizational design, leadership development, talent strategy, and workforce effectiveness.

Canada Full-time Lead People Operations
$199k-$279k
6 hours, 2 minutes ago
EXANTE

Head of Options Trading

EXANTE Capital Markets

EXANTE is seeking a remote leader to run and grow its options and derivatives business, owning the principal derivatives trading book and client options trading for a global wealth tech and prime brokerage platform.

Poland Full-time Lead Operations Manager
6 hours, 2 minutes ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers