WFM Analyst

Airbnb is seeking a Workforce Management (WFM) Analyst to join the Community Support team in Gurgaon, India. In this role, you will apply workforce metrics (SLA, shrinkage, occupancy, adherence, AHT) to planning, execute queue management, and communicate strategies across Airbnb and outsourced partners. You will report SLA performance, conduct root cause analysis with data-driven narratives, and support real-time schedule adherence to improve operational efficiency.

• Incorporate workforce metrics into planning and queue management.
• Communicate strategies and processes across the broader Airbnb team and outsourced partners.
• Gather, analyze, and report SLA performance data.
• Support site-level resources with real-time schedule adherence and performance analysis.
• Build trust and transparency through clear, empathetic communication.
• Work independently and as part of a team in a fast-paced environment.

• Minimum 5 years of WFM experience with hands-on queue management and scheduling.
• Comfortable working as an RTA.
• Proactive problem solver with strong analytical skills.
• Effective communicator and relationship builder.
• Willingness to travel nationally and internationally, and work weekends/holidays as needed.
• Experience with Genesys WFM or similar applications (IEX, Tableau, Superset, Salesforce).
• Solid knowledge of Excel and Google sheet.

India annual pay range: ₹770,000—₹970,000 INR. This role may be eligible for bonus or incentives, one or more equity programs, benefits, and Employee Travel Credits.