Community Support Forecasting and Demand Planning Analyst

Written by the T&S Network from Airbnb's posting.

Demand forecasting and workforce capacity planning for Airbnb's Community Support contact center, which handles customer interactions by phone, messaging, chat and social media across Global Operations. The role sits on the Community Support team and is there to make sure the right staff and skills are in place to meet service levels while controlling cost.

What you'd do

• Own short, mid and long-term demand forecasts across all Global Operations teams and channels.
• Build and maintain time series and machine learning forecasting models and track their accuracy and bias.
• Run scenario and sensitivity analysis on peak periods, launches and unplanned demand events.
• Build planning data pipelines, dashboards and automated capacity models with the analytics and data engineering team.
• Use SQL and Python to analyze large operational datasets for forecast accuracy, capacity gaps and utilization.
• Present forecast assumptions, risks and trade-offs to senior leadership and cross-functional planning forums.

What it asks for

• Over ten years of hands-on work in forecasting, capacity planning, or workforce or applied analytics.
• Bachelor's degree in a quantitative field such as statistics, operations research, economics or data science.
• Hands-on experience validating forecasting models and Erlang or queueing capacity models.
• Working knowledge of contact center metrics such as AHT, service level, shrinkage and occupancy.
• Strong SQL, Python, Excel and Tableau skills.
• Experience with WFM tools such as NICE, Verint or Aspect, or planning platforms such as Anaplan (preferred).

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