Twilio

1 month ago

Workforce Scheduling Analyst 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Join Twilio’s Global Workforce Management team as a WFM Scheduling Analyst 3. You’ll monitor real-time performance across global contact centers, adjust schedules to meet service levels, analyze intraday metrics, and present concise, executive-level insights to senior leadership. You’ll collaborate across regions, manage incidents, and drive continuous workforce optimization for scalability and business continuity.

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Key Responsibilities

•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, 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)
•Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsTime OffParental LeaveWellness Stipend

Key Requirements

•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
•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:4+ yearsTelecommunicationsCloud communications

Skills:CommunicationAnalyticalProblem-solvingStakeholder managementAttention to detail

Languages:English

Tech Stack:NICECalabrioVerintIEX

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

1 month ago

Workforce Scheduling Analyst 3

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Colombia

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Key Responsibilities

•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, 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)
•Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance

Travel: Low travel

Pay and Benefits

Perks:Health InsuranceRetirement SavingsTime OffParental LeaveWellness Stipend

Key Requirements

•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
•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:4+ yearsTelecommunicationsCloud communications

Skills:CommunicationAnalyticalProblem-solvingStakeholder managementAttention to detail

Languages:English

Tech Stack:NICECalabrioVerintIEX

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn