The opportunity
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.
What they're looking for
- 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