WFM Scheduling Analyst - Remote

Overview

Twilio is seeking a dynamic and detail-oriented WFM Scheduling Analyst to join our Global Workforce Management team, focusing on real-time monitoring and staffing optimization in our global contact centers.

In Short

• Monitor real-time performance across global operations teams.
• Adjust schedules and allocate resources in real-time.
• Provide solutions to operational challenges.
• Generate and analyze intraday reports.
• Communicate performance updates to stakeholders.
• Implement real-time adjustments to workforce plans.
• Collaborate with the WFM scheduling team.
• Manage staffing for multi-region operations.
• Respond to real-time incidents and adjust operations.
• Contribute to continuous improvement efforts.

Requirements

• 3 years of experience in a scheduling analyst or workforce management role.
• Familiarity with workforce management tools.
• Strong analytical skills.
• Excellent communication skills.
• High attention to detail and problem-solving abilities.
• Ability to work in a 24/7 environment.
• Experience in a global contact center environment is a plus.

Benefits

• Competitive pay.
• Generous time-off.
• Ample parental and wellness leave.
• Healthcare benefits.
• Retirement savings program.
• Support for volunteering and donation efforts.