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Airbnb WFM Analyst Recruitment 2026: Apply Online
WFM Analyst
Job Overview
About Airbnb
Founded in August 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether it’s an apartment for a night, a castle for a week, or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
The Role: WFM Analyst
The WFM Analyst plays a crucial role in optimizing operational efficiency at Airbnb. This position requires a deep understanding of workforce metrics and the ability to translate data into actionable strategies. You will be responsible for managing queues, analyzing performance, and ensuring adherence to schedules, working closely with both internal teams and outsourced partners.
What You’ll Do:
- Gain a comprehensive understanding of workforce metrics such as SLA, shrinkage, occupancy, adherence, and AHT, and apply these insights to planning.
- Execute effectively in queue management, communicating strategies and processes clearly across the broader Airbnb team and outsourced partners.
- Demonstrate strong skills in information gathering, data collection, analysis, and reporting SLA performance to various domains.
- Provide performance reporting with a strong focus on WFM metrics, conducting Root Cause Analysis (RCA) with supported narratives using trends and current performance data.
- Support site-level resources with real-time management of schedule adherence.
- Analyze performance data to identify opportunities for improved operational effectiveness and efficiency.
- Communicate clearly and empathetically about strategies and business needs, fostering trust and transparency.
- Work independently as a self-starter and effectively as a member of a team.
- Handle dynamic situations effectively in a fast-paced environment, managing multi-dimensional work and adapting to rapid changes.
What You Need to Succeed:
- Well-developed problem-solving and analytical skills.
- Minimum of 5 years of WFM experience, with hands-on experience in queue management.
- Understanding of scheduling principles and the ability to analyze data for trend analysis.
- Comfortable working as a Real-Time Analyst (RTA).
- Proactive problem solver capable of seeing the big picture and streamlining current processes while planning for business improvements.
- Effective communicator and relationship builder.
- Ability to travel to other offices nationally and internationally on occasion.
- Willingness to work weekends and holidays as business needs require.
- Strong attention to detail.
- Experience with Genesys WFM or similar applications (e.g., IEX, Tableau, Superset, Salesforce).
- Ability to learn and manage multiple technical systems.
- Solid knowledge of Excel and Google Sheets.
Our Commitment To Inclusion & Belonging:
Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, allowing us to attract creatively-led people and develop the best products, services, and solutions. All qualified individuals are encouraged to apply.
How We’ll Take Care of You:
The actual base pay for this role is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The base pay range shown is annualized, inclusive of allowances, and is subject to change. This role may also be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.
Location:
Offices: Gurugram, India
Key Job Details
| Company Name | Airbnb |
| Job Role | WFM Analyst |
| Experience | Minimum 5 years |
| Salary Range | Competitive, subject to change and may include bonuses, equity, and travel credits. |
| Job Type | Private |
| Work Mode | Hybrid/On-site (potential for travel) |
| Openings | |
| Job Location | Gurugram, India |
Key Responsibilities
- Understand and apply workforce metrics (SLA, shrinkage, occupancy, adherence, AHT) to planning.
- Execute queue management strategies and communicate them effectively to internal teams and outsourced partners.
- Gather information, collect data, analyze performance, and report SLA metrics.
- Conduct Root Cause Analysis (RCA) for performance issues using data trends.
- Support real-time schedule adherence management.
- Analyze performance data to identify and implement operational improvements.
- Communicate strategies and business needs clearly and empathetically.
- Work independently and collaboratively within a team.
- Adapt to fast-paced environments and changing workflows.
- Travel nationally and internationally as needed.
Requirements & Qualifications
- Minimum 5 years of WFM experience.
- Hands-on experience in queue management.
- Understanding of scheduling principles and data trend analysis.
- Experience as a Real-Time Analyst (RTA).
- Strong problem-solving and analytical skills.
- Effective communication and relationship-building abilities.
- Ability to work weekends and holidays as required.
- Strong attention to detail.
- Experience with WFM software (Genesys WFM, IEX, Tableau, Superset, Salesforce preferred).
- Ability to learn and manage multiple technical systems.
- Proficiency in Excel and Google Sheets.
Required Skills
- Workforce Management (WFM)
- Queue Management
- Performance Analysis
- Data Analysis
- Reporting
- Root Cause Analysis (RCA)
- Schedule Adherence
- Real-Time Analysis (RTA)
- Excel
- Google Sheets
- Genesys WFM (or similar)
- Tableau (or similar)
- Salesforce (or similar)
- Communication
- Problem-Solving
- Teamwork
- Adaptability
About Airbnb
Founded in August 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique travel experiences around the world. Whether an apartment for a night, a castle for a week or a villa for a month, Airbnb allows people to Belong Anywhere through unique travel experiences at any price point, in more than 85,000 cities and over 191 countries. We promote a culture of curiosity, humanity, and creativity through our product, brand, and, most importantly, our people.
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