Workforce Scheduling Analyst 3
TwilioWho we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
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See yourself at Twilio
Join the team as Twilio’s next WFM Scheduling Analyst 3
About the job
This position is needed to join our Global Workforce Management (WFM) team. This role is pivotal in ensuring the smooth day-to-day operations of our global contact centers through real-time monitoring, staffing optimization, and service level management. The ideal candidate will be proactive, analytical, and capable of thriving in a fast-paced environment while partnering across global teams to drive operational efficiency. This individual must demonstrate strong critical thinking and problem-solving skills, with the ability to proactively identify workforce planning risks, operational gaps, and optimization opportunities, while leveraging data to provide actionable recommendations that support both short- and long-term business objectives. The role also requires strong executive communication and stakeholder management skills, including the ability to translate complex workforce data into concise insights and present recommendations effectively to senior leadership.
Responsibilities
In this role, you’ll:
- Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spi