Workforce Management Business Operations Specialist

Profile

See yourself at Twilio
Join the team as our next Workforce Management Business Operations Specialist in the Support Strategy & Enablement team!
Who we are & why we’re hiring
Twilio powers real-time business communications and data solutions that help
companies and developers worldwide
build better applications and customer experiences.
Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports
diversity, equity & inclusion
wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.
About the job
Twlio is seeking a Workforce Management Senior Analyst to join our Support Strategy & Enablement team. You will be responsible for contributing in the implementation and documentation of WFM to the Support organization, helping to build synergies across teams in areas such as developing business models and introducing initiatives aimed at long-term sustainability. You will be responsible for contributing to and utilizing decision-making frameworks to promote visibility and thinking, aligning key stakeholders, influencing decision-making with leadership audiences, and working at building productive and positive relationships at all levels. This individual must have strong communications and organization skills and be able to partner effectively within Customer Support and with other organizations cross-functionally.
Responsibilities
In this role, you’ll:
Create and manage schedules for all departments including m
onitoring requirements for all LOB’s and recommend staffing adjustments as needed.
Develop volume and requirement forecasts; monitor and adjust as required and u
pdate Resource Desk standard operating procedures, processes and workflow documents as needed.
Custodian of PTO (Paid Time Off) attendance program administration.
Process new hires and terminations in the Workforce management system including c
ompiling and distributing daily, weekly, monthly reports on key performance indicators.
Deep dive into metrics to identify root cause, determine improvements, and follow through with committed insights to evolve systems and processes.
Efficiently and effectively communicate, track plans, and provide access to the progress and performance of your work to team members.
Translate recommendations to results by completing action plans to deliver improvements to the delivery teams.
Follow and maintain the business continuity plan - emergency contingency plans across Support operations, including code conditions and postmortems.
Serve as point of contact regarding Resource Desk operations for both internal and external business partners.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:
Business degree or equivalent experience.
5 or more years’ experience of Scheduling/Forecasting within a ****,320.00
Additionally, this role is eligible to participate in Twilio's equity plan.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
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