Workforce Management Scheduling Analyst

Summary

Join the team as Twilio's next WFM Scheduling Analyst. 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.

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

Responsibilities

• 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