Business Process Analyst 3 at Twilio

Worldwide

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next WFM Scheduling Analyst 3 About the job This position is needed to join our Global Workforce Management (WFM) team. This role is pivotal in ensuring the smooth day-to-day operations of our global contact centers through real-time monitoring, staffing optimization, and service level management. The ideal candidate will be proactive, analytical, and capable of thriving in a fast-paced environment while partnering across global teams to drive operational efficiency. This individual must demonstrate strong critical thinking and problem-solving skills, with the ability to proactively identify workforce planning risks, operational gaps, and optimization opportunities, while leveraging data to provide actionable recommendations that support both short- and long-term business objectives. The role also requires strong executive communication and stakeholder management skills, including the ability to translate complex workforce data into concise insights and present recommendations effectively to senior leadership. Responsibilities In this role, you’ll: Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spikes, and adherence to schedules Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT) Ability to assess workforce trends, staffing models and operational data to develop strategic recommendations that support business continuity, service level achievement and long-term operational scalability. Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance. Skilled in translating complex workforce data into concise, executive-level insights and recommendations tailored for senior leadership audiences. Demonstrate strong critical thinking and analytical problem-solving skills with the ability to proactively identify scheduling risks, operational gaps and workforce inefficiencies before they impact business performance. Implement real-time adjustments to workforce plans based on demand, including reallocation of TSE/ agents, skill-based routing, and schedule modifications Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments align with operational goals Work with global teams to manage and coordinate staffing for multi-region and multi-time zone operations, ensuring a seamless workforce across different markets Respond to real-time incidents, including system outages, weather-related issues, or unexpected increases in contact volume, by making immediate operational adjustments Coordinate with IT, operations, and support teams to manage workforce needs during crises and ensure business continuity Use real-time data to analyze and identify trends that impact workforce performance, TSE / agent productivity, and customer experience Provide recommendations for process improvements, staffing efficiencies, and better resource allocation based on real-time observations Contribute to continuous improvement efforts in workforce management processes by identifying areas of inefficiency or opportunity Work closely with Operations, Scheduling, and Forecasting teams to ensure alignment between real-time management and broader workforce strategies Support global workforce optimization efforts by sharing insights and contributing to the development of best practices Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: 4 years of experience in a Scheduling analyst, contact center operations, or workforce management role Familiarity with workforce management tools (e.g., NICE, Calabrio, Verint, IEX, or similar WFM systems) Strong analytical skills, with the ability to interpret real-time data and make quick decisions to optimize operations Excellent communication skills, with the ability to interact effectively with global teams and senior stakeholders High attention to detail, problem-solving abilities, and the capacity to manage multiple tasks in a fast-paced environment Ability to work in a 24/7 environment, with flexibility to adjust to changing business needs across the Americas and APJ regions and different time zones Experience in a global or multi-site contact center environment is a plus Location This role will be 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 Working at Twilio offers many benefits, including competitive pay, 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. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.