Business Process Analyst 3
WFA Digital Insight
As the demand for skilled business process analysts grew 25% in 2025, Twilio stands out in the remote job market with its strong culture of connection and global inclusion. With a focus on innovative communications solutions, this company is a great fit for professionals looking to make a real impact. To succeed in this role, candidates should have expertise in Excel and Adjust, as well as strong critical thinking skills. With the rise of remote work, professionals are looking for companies that prioritize flexibility and global collaboration, making Twilio an attractive choice.
Job Description
About the Role
The Business Process Analyst 3 role at Twilio is a pivotal position that ensures the smooth day-to-day operations of our global contact centers. As a key member of the Global Workforce Management team, you will be responsible for real-time monitoring, staffing optimization, and service level management. This role requires a proactive and analytical approach, as well as the ability to thrive in a fast-paced environment while partnering across global teams to drive operational efficiency.The ideal candidate will have a strong background in business process analysis, with expertise in Excel and Adjust. You will be working closely with global operations teams to identify potential issues in staffing levels, call volume spikes, and adherence to schedules. Your ability to adjust schedules and allocate resources in real-time will be crucial in ensuring service levels are met and optimizing staff utilization.
At Twilio, we prioritize a culture of connection and global inclusion, and we are committed to making a real impact in the world of communications. As a Business Process Analyst 3, you will be part of a vibrant team with diverse experiences, working together to revolutionize how the world interacts.
What You Will Do
- Actively monitor real-time performance across all global operations teams, identifying potential issues in staffing levels, call volume spikes, and adherence to schedules
- Adjust schedules and allocate resources in real-time to ensure service levels are met, optimizing staff utilization
- Provide immediate and effective solutions to operational challenges such as call queues, technical support engineer (TSE) / agent availability, and unexpected events
- Generate and analyze intraday reports to track key metrics such as occupancy, service levels, and average handling time (AHT)
- Assess workforce trends, staffing models, and operational data to develop strategic recommendations that support business continuity, service level achievement, and long-term operational scalability
- Communicate real-time performance updates to operations teams, leadership, and other key stakeholders, providing recommendations for optimizing performance
- Demonstrate strong critical thinking and analytical problem-solving skills with the ability to proactively identify scheduling risks, operational gaps, and workforce inefficiencies before they impact business performance
- Implement real-time adjustments to workforce plans based on demand, including reallocation of TSE/agents, skill-based adjustments, and other operational optimizations
What We Are Looking For
- 3+ years of experience in business process analysis or a related field
- Strong expertise in Excel and Adjust
- Ability to work in a fast-paced environment and thrive under pressure
- Excellent critical thinking and problem-solving skills
- Strong communication and stakeholder management skills
- Ability to translate complex workforce data into concise, executive-level insights and recommendations
- Experience working with global operations teams and driving operational efficiency
- Strong analytical and data analysis skills, with the ability to identify trends and patterns
- Ability to work in a remote-first environment and collaborate with global teams
Nice to Have
- Experience with AI-powered workforce management tools
- Knowledge of workforce management best practices and industry trends
- Certification in business process analysis or a related field
- Experience working in a contact center environment
Benefits and Perks
- Competitive salary and benefits package
- Opportunities for professional growth and development
- Collaborative and dynamic work environment
- Flexible working hours and remote work options
- Access to cutting-edge technology and tools
- Comprehensive health and wellness programs
- Generous PTO and vacation time
- Employee recognition and reward programs
How to Stand Out
- Make sure to highlight your expertise in Excel and Adjust, as these are key skills required for the role.
- Show examples of your critical thinking and problem-solving skills, and how you have applied them in previous roles.
- Be prepared to talk about your experience working in a fast-paced environment and how you handle pressure.
- Emphasize your ability to work in a remote-first environment and collaborate with global teams.
- Be prepared to discuss your knowledge of workforce management best practices and industry trends.
- Have examples of your analytical and data analysis skills, and how you have used them to drive operational efficiency.
- Research Twilio's company culture and values, and be prepared to talk about how you align with them.
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