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Workforce Management Scheduling Analyst
hace 1 mes
We are seeking a highly skilled Global Operations Specialist to join our team at Twilio. As a Global Operations Specialist, you will be responsible for leading the design, development, and implementation of workforce management processes and procedures. You will also be responsible for documenting end-to-end WFM workflows, ensuring clarity, scalability, and compliance with industry standards.
Responsibilities include analyzing the impact of AI-driven solutions on workforce requirements, productivity, and cost efficiency. You will develop sophisticated models to predict and calculate the effect of AI integration on staffing needs, contact volumes, and service levels. Additionally, you will stay up-to-date with emerging AI trends and their implications for workforce management, providing proactive recommendations for future staffing strategies.
Key qualifications for this role include 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 are also required. Experience with WFM software and analytics platforms, as well as proficiency in AI-enhanced WFM tools, are highly valued.
As a Global Operations Specialist at Twilio, you will have the opportunity to work with a talented team of experts in the field of workforce management. You will be responsible for driving strategic workforce decisions in an AI-enhanced environment and will have the opportunity to make a significant impact on the company's success.
What We Offer
Twilio offers a competitive salary, generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. We empower employees to build positive change in their communities by supporting their volunteering and donation efforts. If you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now.
