Workforce Management Scheduling Analyst 2

at  Twilio

WHO WE ARE & WHY WE’RE HIRING

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.
Although we’re headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We’re on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

ABOUT THE JOB

We are seeking a highly skilled and experienced Workforce Management (WFM) Forecasting Analyst Specialist to join our Global Operations team. The ideal candidate will have a deep understanding of workforce management best practices, demonstrated expertise in building and documenting scalable processes, and a proven track record in leading change management initiatives. As the landscape of support operations rapidly evolves with the integration of AI and automation, we are seeking an innovative and data-driven Workforce Management (WFM) Specialist to lead the charge. The ideal candidate will have deep expertise in workforce optimization, with a specific focus on the impact of AI technologies, such as virtual agents and ticket deflection methodologies. 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.

QUALIFICATIONS

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn’t followed a traditional path, don’t let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

TWILIO THINKS BIG. DO YOU?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!
If this role isn’t what you’re looking for, please consider other open positions.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

In this role, you’ll:

• 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.