other
Posted 3 days agoWorkforce Scheduling Analyst 3
at Twilio
ColombiaRemote
Responsibilities
- Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spikes, and adherence to schedules
- Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization
- Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT)
- Demonstrate strong critical thinking and analytical problem-solving skills with the ability to proactively identify scheduling risks, operational gaps and workforce inefficiencies before they impact business performance.
- Implement real-time adjustments to workforce plans based on demand, including reallocation of TSE/ agents, skill-based routing, and schedule modifications
- Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments align with operational goals
- Coordinate with IT, operations, and support teams to manage workforce needs during crises and ensure business continuity
- Support global workforce optimization efforts by sharing insights and contributing to the development of best practices
Requirements
- We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! .
- This individual must demonstrate strong critical thinking and problem-solving skills, with the ability to proactively identify workforce planning risks, operational gaps, and optimization opportunities, while leveraging data to provide actionable recommendations that support both short- and long-term business objectives.
- The role also requires strong executive communication and stakeholder management skills, including the ability to translate complex workforce data into concise insights and present recommendations effectively to senior leadership. Responsibilities
- Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.
- We are always looking for people who will bring something new to the table! *Required: 4 years of
- experience in a Scheduling analyst, contact center operations, or workforce management role
- Familiarity with workforce management tools (e.g., NICE, Calabrio, Verint, IEX, or similar WFM systems)
- Strong analytical skills, with the ability to interpret real-time data and make quick decisions to optimize operations
- Excellent communication skills, with the ability to interact effectively with global teams and senior stakeholders
- Ability to work in a 24/7 environment, with flexibility to adjust to changing business needs across the Americas and APJ regions and different time zones •
- Experience in a global or multi-site contact center environment is a plus Location
- For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer
- Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
Benefits
- Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.
Additional details
- At Twilio, we’re shaping the future of communications, all from the comfort of our homes.
- We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
- Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day.
- As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding.
- Join the team as Twilio’s next WFM Scheduling Analyst 3 About the job
- This position is needed to join our Global Workforce Management (WFM) team.
- This role is pivotal in ensuring the smooth day-to-day operations of our global contact centers through real-time monitoring, staffing optimization, and service level management.
- The ideal candidate will be proactive, analytical, and capable of thriving in a fast-paced environment while partnering across global teams to drive operational efficiency.
- Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events
- Ability to assess workforce trends, staffing models and operational data to develop strategic recommendations that support business continuity, service level achievement and long-term operational scalability.