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Workforce Management Scheduling Analyst 2 at Twilio

Workforce Management Scheduling Analyst 2 at Twilio, remote in Colombia.
Remote
Colombia
Undisclosed salary
Twilio is seeking a Workforce Management Scheduling Analyst to join their Global Workforce Management team. The role is responsible for ensuring the smooth operations of global contact centers through real-time monitoring and staffing optimization.Responsibilities:
  • Actively monitor real-time performance and adjust schedules to meet service levels.
  • Generate and analyze intraday reports to track key metrics.
  • Communicate performance updates and provide recommendations.
  • Implement adjustments to workforce plans based on demand.
  • Collaborate with teams to manage staffing across regions and time zones.
  • Respond to real-time incidents and coordinate with IT and support teams.
  • Use real-time data to identify trends and recommend improvements.
  • Contribute to continuous improvement efforts in workforce management.
  • Support global workforce optimization efforts.
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 and problem-solving abilities.
  • Excellent communication skills.
  • High attention to detail and ability to manage multiple tasks.
  • Ability to work in a 24/7 environment with flexibility.
  • Experience in a global or multi-site contact center is a plus.
What Twilio Offers:
  • Competitive pay
  • Generous time-off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
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Twilio

Twilio is a communication platform as a service (CPaaS) company that empowers businesses and developers to build personalized customer experiences. It provides a cloud-based platform with a suite of APIs and tools for various communication channels, including SMS, WhatsApp, and voice. Twilio focuses on delivering innovative solutions that enable businesses to connect with their customers effectively and ensure regulatory compliance in global communications. The company emphasizes a remote-first work environment with a strong culture of inclusion.