Optimized Workforce Management Forecasting Specialist

hace 2 semanas


Bogotá, Bogotá D.E., Colombia Twilio A tiempo completo
Workforce Management and Forecasting Specialist

At Twilio, we're seeking an experienced Workforce Management and Forecasting Specialist to join our Global Operations team. This role involves leading the design, development, and implementation of optimized workforce management processes and procedures.

Key Responsibilities
  1. Design, develop, and implement optimized workforce management processes and procedures.
  2. Document end-to-end WFM workflows, ensuring clarity, scalability, and compliance with industry standards.
  3. Analyze the impact of AI-driven solutions on workforce requirements, productivity, and cost efficiency.
  4. Develop sophisticated models to predict and calculate the effect of AI integration on staffing needs, contact volumes, and service levels.
  5. Stay up-to-date with emerging AI trends and their implications for workforce management, providing proactive recommendations for future staffing strategies.
  6. Leverage AI-enhanced tools to refine workforce forecasting, ensuring accurate predictions in both traditional and AI-driven contact environments.
  7. Build and maintain dynamic forecasting models that account for automation trends, virtual agent growth, and shifts in customer interaction preferences.

As a Workforce Management and Forecasting Specialist, you'll partner with cross-functional teams to implement advanced WFM solutions, focusing on optimization through AI and automation. You'll also ensure WFM processes are agile, able to adapt to the evolving role of human agents alongside AI counterparts.

Requirements
  • Bachelor's degree in Business, Data Science, Operations Management, or a related field.
  • 5+ 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.
  • 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.


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