Remote Workforce Management Forecasting Analyst
Twilio
๐Remote - Colombia
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Job highlights
Summary
Join the team as Twilioโs next Workforce Management Forecasting Analyst 3! The ideal candidate will have deep expertise in workforce optimization, with a specific focus on the impact of AI technologies. This role requires not just a mastery of traditional WFM practices, but also the ability to analyze, forecast, and optimize in a dynamic, AI-enhanced environment.
Requirements
- Bachelorโs 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
- 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
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
- Regularly review and update WFM documentation to align with changing business needs and technological advancements
- 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
- Utilize AI-enhanced tools to refine workforce forecasting, ensuring accurate predictions in both traditional and AI-driven contact environments
- Build and maintain dynamic forecasting models that account for automation trends, virtual agent growth, and shifts in customer interaction preferences
- Regularly evaluate and adjust workforce plans based on the performance and other ticket deflection strategies
- Partner with cross-functional teams to implement advanced WFM solutions, focusing on optimization through AI and automation
- Identify opportunities to streamline processes using AI-driven tools, reducing manual intervention in workforce scheduling, real-time management, and long-term planning
- Ensure WFM processes are agile, able to adapt to the evolving role of human agents alongside AI counterparts
- Present comprehensive reports and recommendations to senior leadership, using data to drive strategic workforce decisions
- Lead change management initiatives focused on the integration of AI and automation within the contact center, ensuring alignment between WFM and broader business objectives
- Communicate effectively with key stakeholders, ensuring transparency in how AI-driven decisions are impacting the workforce and business goal
- Regularly assess the ROI of AI initiatives, making adjustments to workforce models to maximize efficiency and service levels
- Generate business presentations for weekly meetings to share performance data and improvement plans with stakeholders
- 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
Benefits
- Generous time-off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
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