Workforce Management Scheduling Analyst 2

hace 2 meses

Bogotá Cundinamarca, Colombia Twilio A tiempo completo

**See yourself at Twilio**:
Join the team as Twilio's next Workforce Management Forecasting Analyst 2

**Who we are & why we're hiring**:
Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

**About the job**:
**Responsibilities**:
In this role, you'll:

- Lead the design, development, and implementation of workforce management processes and procedures.
- Document end-to-end WFM workflows, ensuring clarity, scalability, and compliance with industry standards.
- Regularly review and update WFM documentation to align with changing business needs and technological advancements.
- Analyze the impact of AI-driven solutions such as virtual agents, chatbots, and automated ticket deflection on workforce requirements, productivity, and cost efficiency
- Develop sophisticated models to predict and calculate the effect of AI integration on staffing needs, contact volumes, and service levels
- Stay up-to-date with emerging AI trends and their implications for workforce management, providing proactive recommendations for future staffing strategies
- Utilize AI-enhanced tools to refine workforce forecasting, ensuring accurate predictions in both traditional and AI-driven contact environments
- Build and maintain dynamic forecasting models that account for automation trends, virtual agent growth, and shifts in customer interaction preferences
- Regularly evaluate and adjust workforce plans based on the performance and other ticket deflection strategies
- Partner with cross-functional teams to implement advanced WFM solutions, focusing on optimization through AI and automation.
- Identify opportunities to streamline processes using AI-driven tools, reducing manual intervention in workforce scheduling, real-time management, and long-term planning
- Ensure WFM processes are agile, able to adapt to the evolving role of human agents alongside AI counterparts
- Present comprehensive reports and recommendations to senior leadership, using data to drive strategic workforce decisions
- Lead change management initiatives focused on the integration of AI and automation within the contact center, ensuring alignment between WFM and broader business objectives
- Communicate effectively with key stakeholders, ensuring transparency in how AI-driven decisions are impacting the workforce and business goal
- Regularly assess the ROI of AI initiatives, making adjustments to workforce models to maximize efficiency and service levels
- Generate business presentations for weekly meetings to share performance data and improvement plans with stakeholders
- Conduct weekly/monthly/quarterly business meetings with internal stakeholders, vendors, and clients to review KPIs and service level trends, provide deep-dive analysis, and propose mitigation plans to meet service level objectives.

**Qualifications**:
**Required**:

- Bachelor's degree in Business, Data Science, Operations Management, or a related field.
- 3+ years of experience in workforce management with a focus on contact center environments, AI-driven tools, and automation solutions.
- Experience with WFM software and analytics platforms, with proficiency in AI-enhanced WFM tools (e.g., NICE, Calabrio, Verint, or similar platforms).
- Advanced skills in data analysis, modeling, and the ability to translate complex data into clear, actionable insights.
- Proven ability to manage change in a fast-paced, technology-driven environment, with a focus on innovation.
- Exceptional communication and presentation skills, with experience influencing senior leadership.
- Demonstrated ability to work cross-functionally and drive strategic workforce decisions in an AI-enhanced environment.

**Desired**:

- Understanding of virtual agents, AI-driven ticket deflection, and their impact on workforce metrics.

**Location**:

- This role will be fully 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.

**What We Offer**:
There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

**Twilio thinks big. Do you?**:
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

If this role isn't what you're loo

  • Workforce Management Analyst

    hace 2 meses

    Bogotá, Cundinamarca, Colombia Ten Group A tiempo completo

    **JOB SUMMARY**: Ten exists to become the world’s most trusted service provider. As Workforce Management Analyst, you will be part of a global team that will play an integral role in ensuring the reliability and consistency of our 24-7 service through appropriate staffing and planning over short-term time periods. Supporting a large global operation with...

  • Workforce Management Forecasting Analyst 3

    hace 2 meses

    Bogotá, Cundinamarca, Colombia Twilio A tiempo completo

    **See yourself at Twilio**: Join the team as Twilio's next Workforce Management Forecasting Analyst 3! **Who we are & why we're hiring**: Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of...

  • Workforce Management Specialist

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia Arrise A tiempo completo

    **Description** **Optimizing Efficiency with Strategic Workforce Management.** **ARRISE sets the benchmark for service delivery and excellence in the iGaming industry.** **What makes ARRISE different?** - ** We’re more than a company—we’re a community of over 6,000 driven professionals, with offices across Gibraltar, Canada, Colombia, India, Malta,...

  • Workforce Management and Scheduling Specialist

    hace 4 días

    Bogotá, Bogotá D.E., Colombia Jujur A tiempo completo

    Jujur is a company that values transparency and honesty in its approach to recruitment solutions. We take the time to understand the needs of our clients and candidates, providing a personal and fair experience. Our team is committed to delivering realistic and achievable goals, and we believe in treating others with dignity and respect.**Job Summary:**We...

  • Workforce Management Operations Specialist

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Ten Group A tiempo completo

    **Company Overview:**Ten Group is a trusted service provider dedicated to delivering exceptional results. Our team is committed to ensuring the reliability and consistency of our 24-7 service through strategic staffing and planning.**Job Description:**We are seeking a skilled Workforce Management Operations Specialist to join our global team. As a key player...

  • Workforce Management Specialist

    hace 3 días

    Bogotá, Colombia Grow-Talent.com A tiempo completo

    Grow-Talent.com is working with a leadingtech company who is looking to recruit aWorkforce Management Specialist to join their team in Bogota, Colombia. Position: Workforce Management Specialist Location: Bogota, Colombia Employment type: Full-time Work model: on-site Benefits: base salary DUTIES AND RESPONSIBILITIES: Assess daily staffing...

  • Workforce Management Specialist

    hace 4 meses

    Bogotá, Cundinamarca, Colombia Nuvei A tiempo completo

    Job Title: Workforce Management Specialist **Job Type**: Full time, permanent Reports To: Workforce Management Lead The world of payment processing is rapidly evolving, and businesses are looking for loyal and strategic partners, to help them grow. WE ARE NUVEI. Nuvei (NASDAQ: NVEI) (TSX: NVEI) the Canadian fintech company accelerating the business of...

  • Workforce Management Specialist

    hace 6 días

    Bogotá, Colombia JUJUR A tiempo completo

    Position: Workforce Management Specialist Location: Bogota, Colombia Employment type: Full-time Work model: on-site **DUTIES AND RESPONSIBILITIES**: - Assess daily staffing requirements and assign staff to gaming tables (open/closed) accordingly. - Assist with onboarding new employees as needed - Organize, coordinate, and manage work schedules and...

  • Workforce Management Specialist Position

    hace 4 días

    Bogotá, Bogotá D.E., Colombia Grow-Talent A tiempo completo

    Workforce Management SpecialistWe are seeking a skilled Workforce Management Specialist to join our team in Bogota, Colombia. This is a full-time position with a competitive salary and a range of benefits.About the JobThe successful candidate will be responsible for assessing daily staffing requirements and assigning staff to gaming tables accordingly. They...

  • Workforce Management Operations Coordinator

    hace 3 semanas

    Bogotá, Bogotá D.E., Colombia Anthology Inc A tiempo completo

    Job OverviewWe are seeking a highly skilled Workforce Management Operations Coordinator to join our team at Anthology Inc. This is an exciting opportunity to work with a global leader in the EdTech industry.

  • Service Management Analyst 2

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia Unisys A tiempo completo

    **What success looks like in this role**: Senior service management analyst is re sponsible for overseeing and analyzing the performance of Major Incident Management process and service operations. P lay s an important role in meeting service level agreements and achieving a high level of customer satisfaction. - Serves as the primary contact for inquiries...

  • Employee Relations Senior Analyst

    hace 3 meses

    Bogotá, Cundinamarca, Colombia Johnson & Johnson A tiempo completo

    For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s...

  • Vendor Management Analyst

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia Johnson & Johnson A tiempo completo

    Position Description: Vendor Management Analyst will be responsible for: - Leads together with the Vendor Manager the vendors’ relationship. - Ensures accurate monthly invoice validation and reconciliation process as well as monthly and quarterly accruals management. - Supports the development of the Annual Forecast and purchase order creation...

  • Sr. Order Management Analyst

    hace 2 semanas

    Bogotá, Cundinamarca, Colombia Genesys A tiempo completo

    Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce...

  • Analyst-2

    hace 3 semanas

    Bogotá, Cundinamarca, Colombia Mastercard A tiempo completo

    Our Purpose - Mastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we’re helping build _a sustainable economy_ where everyone can prosper. We support a wide range of digital payments choices, making _transactions secure,_ simple, smart and accessible. Our technology and innovation,...

  • Operational Workforce Planning Expert

    hace 4 semanas

    Bogotá, Bogotá D.E., Colombia Ten Group A tiempo completo

    Company Overview: Ten Group is a leading service provider with a global presence. We strive to deliver exceptional customer experiences while maintaining operational efficiency.About the Role: We are seeking an experienced Operational Workforce Planning Expert to join our team. This individual will play a crucial role in ensuring the reliability and...

  • Bilingual Customer Service, Scheduling

    hace 2 meses

    Bogotá, Cundinamarca, Colombia Wave House Cleaning A tiempo completo

    Wave House Cleaning is seeking a highly organized and bilingual (English/Spanish) Virtual Office Assistant to join our remote team. This role involves coordinating dispatch, managing client services, and supporting tasks in scheduling, onboarding, and billing for cleaners. We’re looking for a detail-oriented individual with a solid background in customer...

  • Payroll Analyst

    hace 2 meses

    Bogotá, Cundinamarca, Colombia IntouchCX A tiempo completo

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...

  • Scheduling Coordinator

    hace 2 meses

    Bogotá, Bogotá D.E., Colombia Somewhere A tiempo completo

    About the Role:We are seeking a highly skilled Scheduling Coordinator to join our team at Somewhere. As a key member of our operations team, you will be responsible for managing our cleaning teams and ensuring seamless service delivery to our clients.Key Responsibilities:• Use our booking and scheduling software to assign cleaning jobs to our cleaning...

  • Vulnerability Management Analyst I

    hace 2 semanas

    Bogotá, Cundinamarca, Colombia DIGISOC S.A.S A tiempo completo

    **Compensación**: COP 7.35M/mes. **Ubicación**: Remoto (para residentes de Colombia, Ecuador, Argentina y Perú). **Misión de Digisoc**: DIGISOC es una compañía Líder en Seguridad Digital, que da valor a los negocios de los Clientes mediante la protección de su entorno usando mecanismos de Innovación, Inteligencia y Tecnología, basado en un equipo...