Business Process Analyst, Senior
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Job Description
Business Process Analyst on Twilio's Global Workforce Management team. Responsible for operational efficiency in remote contact centers across Colombia.
Responsibilities:
- 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
Requirements:
- 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.
Benefits:
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- And much more
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