About the role
Who 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. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . 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 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
