Workforce Management Forecasting Analyst 3 Remote - Colombia See yourself at Twilio Join the team as Twilio's next Workforce Management Forecasting Analyst 3! At Twilio, we support diversity, equity & inclusion wherever we do business. About the job We are seeking a highly skilled and experienced Workforce Management (WFM) Forecasting Analyst Specialist to join our Global Operations team. The ideal candidate will have a deep understanding of workforce management best practices, demonstrated expertise in building and documenting scalable processes, and a proven track record in leading change management initiatives. This role requires not just a mastery of traditional WFM practices, but also the ability to analyze, forecast, and optimize in a dynamic, AI-enhanced environment. 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 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. Utilize AI-enhanced tools to refine workforce forecasting. Build and maintain dynamic forecasting models that account for automation trends. Regularly evaluate and adjust workforce plans based on performance. Partner with cross-functional teams to implement advanced WFM solutions. Identify opportunities to streamline processes using AI-driven tools. Ensure WFM processes are agile and able to adapt to the evolving role of human agents. Present comprehensive reports and recommendations to senior leadership. Lead change management initiatives focused on the integration of AI and automation. Communicate effectively with key stakeholders. Regularly assess the ROI of AI initiatives. Generate business presentations for weekly meetings. Conduct business meetings with internal stakeholders, vendors, and clients to review KPIs and service level trends. Qualifications Required: Bachelor's degree in Business, Data Science, Operations Management, or a related field. 5+ years of experience in workforce management with a focus on contact center environments. Experience with WFM software and analytics platforms, with proficiency in AI-enhanced WFM tools. Advanced skills in data analysis, modeling, and the ability to translate complex data into clear insights. Proven ability to manage change in a fast-paced, technology-driven environment. Exceptional communication and presentation skills. Demonstrated ability to work cross-functionally and drive strategic workforce decisions. Strong understanding of virtual agents and AI-driven ticket deflection. Location This role will be fully remote and based in Colombia. Travel You may be required to travel occasionally for project or team in-person meetings. What We Offer There are many benefits to working at Twilio, including competitive pay, generous time-off, wellness leave, healthcare, and a retirement savings program. Twilio thinks big. Do you? We seek out colleagues who embody our values — something we call Twilio Magic. We empower employees to build positive change in their communities. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! Twilio is proud to be an equal opportunity employer. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation due to a disability, please contact us at ******. Apply for this job * indicates a required field #J-18808-Ljbffr