Workforce Management Forecasting Analyst 3

Summary

Join Twilio as a Workforce Management Forecasting Analyst 3 and lead the design, development, and implementation of workforce management processes. You will leverage your expertise in AI-driven tools and automation solutions to optimize workforce planning and efficiency. This role requires a deep understanding of contact center environments and the ability to translate complex data into actionable insights. The ideal candidate will have a Bachelor's degree and 5+ years of experience in workforce management. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program. The position is remote, based in Colombia.

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

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

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