Workforce Management Scheduling Analyst

November 12

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Twilio

WebsiteLinkedInAll Job Openings

telecommunications • API • cloud communications • SaaS • telephony

5001 - 10000

Description

• See yourself at Twilio • Join the team as Twilio’s next WFM Scheduling Analyst. • Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences. • We are seeking a dynamic and detail-oriented WFM Scheduling Analyst 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, focusing on real-time monitoring, staffing optimization, and maintaining service level agreements (SLAs). The ideal candidate will be proactive, analytical, and capable of managing a fast-paced environment while collaborating with a global team to drive operational efficiency. • In this role, you’ll: 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. Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events. • Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT). Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance. Proactively inform management of any critical issues that may impact SLAs or customer experience, ensuring rapid escalation and resolution. 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. • Work with global teams to manage and coordinate staffing for multi-region and multi-time zone operations, ensuring a seamless workforce across different markets. Respond to real-time incidents, including system outages, weather-related issues, or unexpected increases in contact volume, by making immediate operational adjustments. Coordinate with IT, operations, and support teams to manage workforce needs during crises and ensure business continuity. Use real-time data to analyze and identify trends that impact workforce performance, TSE / agent productivity, and customer experience. • Provide recommendations for process improvements, staffing efficiencies, and better resource allocation based on real-time observations. Contribute to continuous improvement efforts in workforce management processes by identifying areas of inefficiency or opportunity. Work closely with Operations, Scheduling, and Forecasting teams to ensure alignment between real-time management and broader workforce strategies. Support global workforce optimization efforts by sharing insights and contributing to the development of best practices.

Requirements

• 3 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 • High attention to detail, problem-solving abilities, and the capacity to manage multiple tasks in a fast-paced environment • 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