Senior Business Analyst - Agent Performance Analytics

Description

Airbnb was born in 2007 when two Hosts welcomed three guests to their San Francisco home, and has since grown to over 4 million Hosts who have welcomed more than 1 billion guest arrivals in almost every country across the globe. Every day, Hosts offer unique stays and experiences that make it possible for guests to connect with communities in a more authentic way.

This role should be based in Gurgaon, India. No relocation and Visa support.

The Community You Will Join: 

The Analytics Centre of Excellence (ACOE) at Airbnb, based in India, is a hub of knowledge and expertise that aims to provide data-driven decision-making, enabling Airbnb's business goals. The ACOE's vision is to build a world-class analytics organization that provides scalable analytics. We work with various business functions such as payments, trust, digital, customer support, hosting, sales,social, compliance, risk, platforms and partnership & economics.

The ACOE's delivery framework is designed to provide relevant and contextual insights for data-driven decisions. This includes a one-stop solution for metrics, dashboards driving actionable insights, optimization of performance, experimentation, measuring pre/post feature impact, sizing the ROI of opportunities, prioritization of opportunities, anomaly-driven alerting mechanisms, root cause analysis of metric deviation, and exploratory hypothesis testing.

The Difference You Will Make:

• You will be a part of the agent performance analytics team and will be responsible for evaluating the performance of customer service agents, identifying trends, and providing actionable insights to enhance agent productivity and service quality. 
• Build business insights capabilities, passionate about solving complex problems with data; adding  a new perspective to existing solutions and making business decisions based on careful and thoughtful analysis.
• You work independently with minimal supervision and act as a resource for colleagues with less experience.
• Work with technical and business teams to develop robust insights, create data narratives and leverage Airbnb’s rich data to define metrics.
• You have a strong sense of urgency for and commitment to Airbnb’s mission of belonging.
• Develop a deep understanding of  principles of excellent customer service and how agent behavior impacts the customer experience. Align analytical efforts with overall business goals and understanding how agent performance contributes to these goals.

A Typical Day: 

• Analyze and report on agent performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Develop and maintain dashboards and reports to monitor agent performance and identify areas for improvement.
• Conduct regular performance reviews and provide feedback to agents and management.
• Collaborate with training and development teams to create targeted training programs based on performance analysis.
• Monitor agent interactions and provide qualitative feedback to enhance service delivery.
• Identify trends in customer inquiries and feedback to inform service improvements.
• Assist in the development of performance-related incentive programs.
• Stay up-to-date with industry trends and best practices in customer service analytics.
• Ensure the availability of data quality and data integrity for analysis and reporting, working closely with global operations and India analytics functions.
• Build deep business context and become a trusted advisor to the business for tactical and strategic initiatives.
• Present and drive ideations, solutions, and progress updates to the business stakeholders.

Your Expertise:

• 5+ years in industry experience and a degree (Masters or  PhD is a plus) in a quantitative field.
• Expert communication and collaboration skills with the ability to work effectively with internal teams in a cross-cultural and cross-functional environment. Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences
• Proven track record of delivering valuable insights and influencing business impact through analytics.
• Beginner level understanding of analytical frameworks such as Cohort Analysis, Product Funnel Analysis, Segmentation, Factor Analysis, Sensitivity Analysis, and statistical methodologies.
• Intermediate to advanced level proficiency in SQL, Tableau/Superset/Power BI, and data warehouses/data lakes such as Presto, Hive, Teradata, Spark, etc.
• Advanced level expertise in presentation tools like Keynote, Google Slides, and PowerPoint.
• Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement.
• Exceptional problem-solving abilities, self-motivation and ability to work autonomously, taking ownership of projects and driving them to completion.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Experience in the hospitality or travel industry.
• Knowledge of customer service software and CRM systems.

• Workspace: A dedicated, quiet, and private workspace free from interruptions and external noise
• Internet Connectivity: During the working hours, maintain a minimum and consistent internet speed of 10 Mbps on your official devices to ensure reliability for work-related tasks, including calls and virtual meetings
• Professionalism: Employees must remain fully engaged, respectful, and maintain a professional presence during virtual meetings, with video participation required unless otherwise approved.
• Confidentiality & Security: Employees are responsible for protecting Airbnb’s Intellectual Property and Confidential Information. Work-related activities, including calls and meetings, must not be conducted in public places, while traveling, or in any setting that may compromise confidentiality or work quality.

Our Commitment To Inclusion & Belonging:

Airbnb is committed to working with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services and solutions. All qualified individuals are encouraged to apply.