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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in operations analytics and workforce analytics, with a strong focus on SQL proficiency and the ability to analyze and communicate complex data insights effectively. Proven experience in high-volume operations and contact center environments, with a deep understanding of key performance metrics.
Highest-signal resume keywords
SQL SkillsOperations AnalyticsContact-Centre KnowledgeRoot-Cause AnalysisData Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
SQLOperations AnalyticsWorkforce AnalyticsBusiness IntelligenceRoot-Cause AnalysisSLA UnderstandingAHT UnderstandingOccupancy UnderstandingShrinkage UnderstandingAdherence Understanding
Soft Skills
Clear CommunicationAnalytical Thinking
Tools & Technologies
AI Data Analytics Tools
Industry Keywords
High-Volume OperationsMulti-Vendor Delivery ModelTrust OperationsFraud OperationsSafety Operations
Tech Stack
Tools & technologiesSQL
About the role
Key responsibilities & impact- Analyze frontline performance by specialist, queue, vendor and site
- Identify root causes of changes in SLA, AHT, accuracy and utilization
- Quantify impacts and deliver accountable recommendations to Frontline Delivery leadership
- Monitor specialist-level metrics and surface issues not visible in top-line numbers
- Write requirements for specialist metrics and dashboards and refine them with Tools Support
- Coordinate boundaries with Business Intelligence, Capacity Planning and Quality Analytics
- Participate in weekly business reviews and operational escalations
- Explain data implications to decision-makers
- Use internal AI data analytics tools to accelerate analysis
Requirements
What you’ll need- 8+ years in operations analytics, workforce analytics, business intelligence or a comparable analytical role
- Experience in an environment where operational decisions were made based on your numbers
- High-standard SQL skills, including complex joins and window functions
- Deep contact-centre or high-volume operations knowledge
- Understanding of SLA, AHT, occupancy, shrinkage and adherence
- Proven root-cause work in a multi-vendor, multi-site delivery model
- Ability to distinguish causes across staffing, skilling, tooling and process
- Ability to communicate clear conclusions and explain limitations of data
- Experience in Trust, Fraud, Safety or another high-stakes operations environment is a plus, not a requirement
- Must live in a state where Airbnb, Inc. has a registered entity
Benefits
Comp & perks- Bonus eligibility
- Equity eligibility
- Benefits eligibility
- Employee Travel Credits
- Occasional work at an Airbnb office or attendance at offsites, as agreed with the manager
- Reasonable accommodations throughout the recruitment process for applicants with disabilities