Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- 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)
- Ability to assess workforce trends, staffing models and operational data to develop strategic recommendations that support business continuity, service level achievement and long-term operational scalability.
- Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance. Skilled in translating complex workforce data into concise, executive-level insights and recommendations tailored for senior leadership audiences.
- Demonstrate strong critical thinking and analytical problem-solving skills with the ability to proactively identify scheduling risks, operational gaps and workforce inefficiencies before they impact business performance.
- 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
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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!
*Required
- 4 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
- Experience in a global or multi-site contact center environment is a plus
Location
This role will be remote, and based in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
