Workforce Management Scheduling Analyst

October 26

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Twilio

WebsiteLinkedInAll Job Openings

telecommunications • API • cloud communications • SaaS • telephony

5001 - 10000

Description

• Join the team as Twilio’s next Workforce Management Forecasting Analyst 2! • We are seeking a highly skilled and experienced Workforce Management (WFM) Forecasting Analyst Specialist to join our Global Operations team. • Lead the design, development, and implementation of workforce management processes and procedures. • Document end-to-end WFM workflows, ensuring clarity, scalability, and compliance with industry standards. • Analyze the impact of AI-driven solutions such as virtual agents, chatbots, and automated ticket deflection on workforce requirements, productivity, and cost efficiency. • Develop sophisticated models to predict and calculate the effect of AI integration on staffing needs, contact volumes, and service levels. • Stay up-to-date with emerging AI trends and their implications for workforce management, providing proactive recommendations for future staffing strategies. • Partner with cross-functional teams to implement advanced WFM solutions, focusing on optimization through AI and automation. • Present comprehensive reports and recommendations to senior leadership, using data to drive strategic workforce decisions. • Communicate effectively with key stakeholders, ensuring transparency in how AI-driven decisions are impacting the workforce and business goal. • Conduct weekly/monthly/quarterly business meetings with internal stakeholders, vendors, and clients to review KPIs and service level trends, provide deep-dive analysis, and propose mitigation plans to meet service level objectives.

Requirements

• Bachelor’s degree in Business, Data Science, Operations Management, or a related field. • 3+ years of experience in workforce management with a focus on contact center environments, AI-driven tools, and automation solutions. • Experience with WFM software and analytics platforms, with proficiency in AI-enhanced WFM tools (e.g., NICE, Calabrio, Verint, or similar platforms). • Advanced skills in data analysis, modeling, and the ability to translate complex data into clear, actionable insights. • Proven ability to manage change in a fast-paced, technology-driven environment, with a focus on innovation. • Exceptional communication and presentation skills, with experience influencing senior leadership. • Demonstrated ability to work cross-functionally and drive strategic workforce decisions in an AI-enhanced environment. • Understanding of virtual agents, AI-driven ticket deflection, and their impact on workforce metrics.

Benefits

• generous time-off • ample parental and wellness leave • healthcare • a retirement savings program • much more