Workforce Optimization Strategist for AI-Powered Contact Centers

hace 1 mes


Colombia Twilio - Business Communications And Data Solutions A tiempo completo

About the Role
Twilio - Business Communications and Data Solutions is seeking a seasoned Workforce Optimization Strategist to lead our AI-powered contact center initiatives. This role requires a deep understanding of workforce management best practices, data analysis, and expertise in building scalable processes.

Responsibilities
Develop and implement AI-driven workforce optimization strategies
Lead change management initiatives to integrate AI and automation within the contact center
Analyze the impact of AI on workforce requirements, productivity, and cost efficiency
Stay up-to-date with emerging AI trends and provide proactive recommendations for future staffing strategies
Partner with cross-functional teams to implement advanced WFM solutions focusing on optimization through AI and automation

Requirements
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, proficiency in AI-enhanced WFM tools
Advanced skills in data analysis, modeling, and ability to translate complex data into clear actionable insights
Proven ability to manage change in a fast-paced technology-driven environment

What We Offer
This role offers a competitive salary of $120,000 per annum, fully remote work arrangement based in Colombia, and opportunities for professional growth and development. If you're a strategic thinker with a passion for AI-powered innovation, we encourage you to apply.



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