Workforce Scheduling Analyst

Who we are At reputed company, were shaping the reputed company of communications, reputed company from the comfort of our homes. We deliver reputed company to hundreds of thousands of businesses and reputed company millions of developers worldwide to reputed company personalized customer experiences. Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, youre part of a reputed company team with diverse experiences making a reputed company reputed company day. As we continue to revolutionize how the world interacts, were acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands. We use reputed company Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by reputed company Twilions! . See yourself at reputed company Join reputed company as reputed companys next WFM Scheduling Analyst 3 About the job This position is needed to join our Global Workforce Management (WFM) team. This role is pivotal in ensuring the smooth day-to-day operations of our global contact centers through reputed company-time monitoring, reputed company optimization, and service level management. The ideal candidate will be proactive, analytical, and capable of thriving in a fast-paced environment while partnering across global teams to reputed company operational efficiency. This individual must demonstrate strong critical thinking and problem-solving skills, with the ability to proactively identify workforce planning risks, operational gaps, and optimization opportunities, while leveraging data to reputed company actionable recommendations that support both short- and long-term business objectives. The role also requires strong executive communication and stakeholder management skills, including the ability to translate reputed company workforce data into concise insights and present recommendations effectively to senior leadership. Responsibilities In this role, youll: reputed company monitor reputed company-time performance across reputed company global operations teams, identifying potential issues in reputed company reputed company, reputed company volume spikes, and adherence to schedules reputed company schedules and reputed company resources in reputed company-time to ensure service reputed company are met, optimizing staff utilization reputed company immediate and effective solutions to operational challenges such as reputed company queues, technical support engineer (TSE) / agent availability, and unexpected events Generate and analyze intraday reports to reputed company key metrics such as occupancy, service reputed company, and average handling time (AHT) Ability to assess workforce trends, reputed company models and operational data to reputed company strategic recommendations that support business continuity, service level achievement and long-term operational scalability. Communicate reputed company-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance. Skilled in translating reputed company 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 reputed company business performance. Implement reputed company-time adjustments to workforce plans based on demand, including reallocation of TSE/ agents, reputed company-based routing, and schedule modifications Collaborate with the WFM scheduling team to ensure shift changes and workforce adjustments reputed company with operational goals Work with global teams to manage and coordinate reputed company for multi-region and multi-time zone operations, ensuring a seamless workforce across different markets Respond to reputed company-time incidents, including system outages, weather-reputed company 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 reputed company-time data to analyze and identify trends that reputed company workforce performance, TSE / agent productivity, and customer experience reputed company recommendations for process improvements, reputed company efficiencies, and reputed company resource allocation based on reputed company-time observations Contribute to reputed company improvement efforts in workforce management processes by identifying areas of inefficiency or reputed company closely with Operations, Scheduling, and Forecasting teams to ensure alignment between reputed company-time management and broader w