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Business Process Analyst 3

3 weeks ago
Colombia
Full-time
Mid Level
Operations Analyst
Operations
Twilio
Apply Now
Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 128

Description

  • Monitor real-time performance across global operations teams to identify staffing issues, call volume spikes, and schedule adherence risks.
  • Adjust schedules and allocate resources in real time to meet service levels and optimize staff utilization.
  • Provide immediate solutions to operational challenges such as call queues, TSE/agent availability, and unexpected events.
  • Generate and analyze intraday reports covering occupancy, service levels, average handling time (AHT), and related metrics.
  • Assess workforce trends, staffing models, and operational data to develop strategic recommendations for business continuity and scalability.
  • Communicate real-time performance updates and executive-level insights to operations teams, leadership, and other stakeholders.
  • Proactively identify scheduling risks, operational gaps, and workforce inefficiencies before they affect business performance.
  • Implement workforce plan adjustments based on demand, including reallocation of TSE/agents, skill-based routing, and schedule modifications.
  • Collaborate with the WFM scheduling team, Operations, Scheduling, and Forecasting teams to align real-time actions with broader workforce strategy.
  • Coordinate with IT, operations, and support teams during crises or outages to maintain business continuity and workforce coverage.

Requirements

  • 4 years of experience in a scheduling analyst, contact center operations, or workforce management role.
  • Familiarity with workforce management tools such as NICE, Calabrio, Verint, IEX, or similar systems.
  • Strong analytical skills with the ability to interpret real-time data and make quick operational decisions.
  • Excellent communication skills for working with global teams and senior stakeholders.
  • High attention to detail, problem-solving ability, and the capacity to manage multiple tasks in a fast-paced environment.
  • Ability to work in a 24/7 environment with flexibility across Americas and APJ time zones.
  • Experience in a global or multi-site contact center environment is a plus.
  • Remote position based in Colombia.
  • Occasional travel may be required for project or team in-person meetings.

Benefits

  • Competitive pay.
  • Generous time off.
  • Parental leave and wellness leave.
  • Healthcare coverage.
  • Retirement savings program.
  • Remote-first work arrangement.
  • Opportunities to volunteer and support donation efforts through Twilio community programs.

Interested in this position?

Apply directly on the company website

Apply Now

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