Manager Workforce Management

Profile

See yourself at Twilio

Join the team as our next

Manager of Workforce Management!

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

Twilio is seeking a Manager for the Workforce Management team to join our Support Strategy & Enablement team. You will be responsible for developing and scaling our Workforce Management function, policies, processes and systems! Analyze team and/or agent historical performance to formulate recommendations and implement improvements leading to increased forecast accuracy and greater scheduling efficiency. Also assists with long range planning and ongoing analysis of real time performance and the determination of alternative plans when vital to provide overall management, staffing and scheduling of daily events. This individual must have strong communications and interpersonal influencing skills and will be able to partner effectively with the support delivery teams.

Responsibilities

In this role, you’ll:

Partner with and support delivery team members to define and evaluate core WFM processes, understand goals, and identify improvements in order to the best lead capacity

Deep dive into metrics to identify root cause, determine improvements, and follow through with willing to take action insights to evolve scheduling systems and processes

Efficiently and effectively communicate, track plans, and provide transparency to the progress and performance of your work to team members

Jump into the details of how we are managing the work by conducting interviews with distributed team members, synthesize findings, and bridge qualitative insights with supporting data to provide the best solutions

Translate recommendations to results by completing action plans to deliver improvements to the delivery teams

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:

5-7 years of proven experience in a Workforce management role with advanced knowledge of process, tools, capacity planning and developing a Workforce Management team.

Experience with enterprise-grade Workforce Management Systems such as Nice, Calabrio, or Verint is a strong plus.

Bachelor's degree in Math, Statistics, Finance, Economics, Business, or other quantitative field

Accurately forecast work volume, staffing levels, and resourcing needs to enable support teams to achieve strategic goals and optimize operations outcomes.

Analyze historical trends and provide business recommendations and inputs to enhance and improve the Capacity Planning and Workforce Management cycle.

You are a highly hardworking problem solver taking an organized and logical approach to thinking through problems, breaking down sophisticated issues into manageable parts and looking beyond the obvious to get at root causes.

Desired:

You’re a learner and collaborator at your core, you innovate, iterate and share knowledge and/or standard methodologies to help the broader team succeed.

You have experience in working with tools like Zendesk, Looker, Salesforce, Confluence, G Suite, or other comparable systems.

Location

This role is fully remote and may sit anywhere within the United States.

Minimal to no travel is anticipated.

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.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for,

please consider other open positions

Colorado applicants:

The estimated pay range for this role, based in Colorado, is

$109,280.00 - $136,600.00

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.

#LI-Remote

Company info

Twilio Inc
Website : https://www.twilio.com