Workforce Optimization Strategist

hace 2 días


Colombia Twilio - Business Communications and Data Solutions A tiempo completo
About the Role

We are seeking a highly skilled and experienced Workforce Management (WFM) Forecasting Analyst Specialist to join our Global Operations team at Twilio - Business Communications and Data Solutions.

The ideal candidate will have a deep understanding of workforce management best practices, demonstrated expertise in building and documenting scalable processes, and a proven track record in leading change management initiatives.

This role requires not just a mastery of traditional WFM practices, but also the ability to analyze, forecast, and optimize in a dynamic, AI-enhanced environment.

Key Responsibilities
  • Design, Development, and Implementation: Lead the design, development, and implementation of workforce management processes and procedures to drive business efficiency and productivity.
  • Documentation and Review: Document end-to-end WFM workflows, ensuring clarity, scalability, and compliance with industry standards, and regularly review and update WFM documentation to align with changing business needs and technological advancements.
  • AI-Driven Analysis: Analyze the impact of AI-driven solutions such as virtual agents, chatbots, and automated ticket deflection on workforce requirements, productivity, and cost efficiency.
  • Data-Driven Modeling: Develop sophisticated models to predict and calculate the effect of AI integration on staffing needs, contact volumes, and service levels.
  • Emerging Trends: Stay up-to-date with emerging AI trends and their implications for workforce management, providing proactive recommendations for future staffing strategies.

The Ideal Candidate should have a 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, and advanced skills in data analysis, modeling, and the ability to translate complex data into clear, actionable insights.

What We Offer: A competitive salary estimated at $85,000 per year, based on the location in Colombia and the job requirements, along with generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.



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