**See yourself at Twilio**: Join the team as Twilio's next Workforce Management Forecasting Analyst 2! **Who we are & why we're hiring**: Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. **About the job**: **Responsibilities**: In this role, you'll: - Lead the design, development, and implementation of workforce management processes and procedures. - Document end-to-end WFM workflows, ensuring clarity, scalability, and compliance with industry standards. - Regularly review and update WFM documentation to align with changing business needs and technological advancements. - Analyze the impact of AI-driven solutions such as virtual agents, chatbots, and automated ticket deflection on workforce requirements, productivity, and cost efficiency - Develop sophisticated models to predict and calculate the effect of AI integration on staffing needs, contact volumes, and service levels - Stay up-to-date with emerging AI trends and their implications for workforce management, providing proactive recommendations for future staffing strategies - Utilize AI-enhanced tools to refine workforce forecasting, ensuring accurate predictions in both traditional and AI-driven contact environments - Build and maintain dynamic forecasting models that account for automation trends, virtual agent growth, and shifts in customer interaction preferences - Regularly evaluate and adjust workforce plans based on the performance and other ticket deflection strategies - Partner with cross-functional teams to implement advanced WFM solutions, focusing on optimization through AI and automation. - Identify opportunities to streamline processes using AI-driven tools, reducing manual intervention in workforce scheduling, real-time management, and long-term planning - Ensure WFM processes are agile, able to adapt to the evolving role of human agents alongside AI counterparts - Present comprehensive reports and recommendations to senior leadership, using data to drive strategic workforce decisions - Lead change management initiatives focused on the integration of AI and automation within the contact center, ensuring alignment between WFM and broader business objectives - Communicate effectively with key stakeholders, ensuring transparency in how AI-driven decisions are impacting the workforce and business goal - Regularly assess the ROI of AI initiatives, making adjustments to workforce models to maximize efficiency and service levels - Generate business presentations for weekly meetings to share performance data and improvement plans with stakeholders - Conduct weekly/monthly/quarterly business meetings with internal stakeholders, vendors, and clients to review KPIs and service level trends, provide deep-dive analysis, and propose mitigation plans to meet service level objectives. **Qualifications**: **Required**: - Bachelor's degree in Business, Data Science, Operations Management, or a related field. - 3+ years of experience in workforce management with a focus on contact center environments, AI-driven tools, and automation solutions. - Experience with WFM software and analytics platforms, with proficiency in AI-enhanced WFM tools (e.g., NICE, Calabrio, Verint, or similar platforms). - Advanced skills in data analysis, modeling, and the ability to translate complex data into clear, actionable insights. - Proven ability to manage change in a fast-paced, technology-driven environment, with a focus on innovation. - Exceptional communication and presentation skills, with experience influencing senior leadership. - Demonstrated ability to work cross-functionally and drive strategic workforce decisions in an AI-enhanced environment. **Desired**: - Understanding of virtual agents, AI-driven ticket deflection, and their impact on workforce metrics. **Location**: - This role will be fully 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**: There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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. If this role isn't what you're loo