Workforce Management Forecasting Analyst 3

Job Description

Twilio is seeking a Workforce Management Forecasting Analyst 3 to join their Global Operations team. This role is pivotal in navigating the evolving support operations landscape with AI and automation. The ideal candidate will possess expertise in workforce optimization, focusing on the impact of AI technologies like virtual agents and ticket deflection methodologies. This position is based in Colombia and can be performed remotely.

Responsibilities:

• 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 on workforce requirements, productivity, and cost efficiency.
• Develop sophisticated models to predict and calculate the effect of AI integration on staffing needs.
• Utilize AI-enhanced tools to refine workforce forecasting.
• Partner with cross-functional teams to implement advanced WFM solutions, focusing on optimization through AI and automation.
• Lead change management initiatives focused on the integration of AI and automation within the contact center.
• Generate business presentations for weekly meetings.
• Conduct weekly/monthly/quarterly business meetings with stakeholders.

Requirements:

• Bachelor’s degree in Business, Data Science, Operations Management, or a related field.
• 5+ years of experience in workforce management with a focus on contact center environments, AI-driven tools, and automation solutions.
• Strong understanding of virtual agents, AI-driven ticket deflection, and their impact on workforce metrics.
• 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.

What Twilio Offers:

• Competitive pay.
• Generous time-off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.