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WFM Business Analyst


Twilio is seeking a Workforce Management Analyst to join our Support Strategy & Enablement team. You will be responsible for contributing to the implementation and documentation of WFM to the Support organization, helping to build synergies across teams in areas such as developing business models and introducing initiatives aimed at long-term sustainability.

Hard skills
  • Advanced English Speaker. Fluent in verbal and written English. High Proficiency level (85 %>) (must).
  • Skilled in the use of computer and related software.
  • Working knowledge of MS Office applications.
  • Proficient in MS Excel and programming Excel for data collection.
  • Knowledge of automated workforce management software (Aspect’s eWFM, Tracking Module, Work Time Tracker).
Soft skills
  • Ability to communicate effectively, both verbal and in writing.
  • Ability to collaborate with different levels of management within the organization.
  • Ability to listen and comprehend effectively.
  • Recover quickly from setbacks.
  • Breaks down the locked or internal monthly forecast approved by the client.
  • Develop reports on locked volume forecasts and communicate them to the account’s leadership team for planning and staffing recommendations.
  • Build weekly, monthly and quarterly volume projections, staffing, and capacity plans, or reduction plans by account and line of business and monitor forecasting accuracy.
  • Educational reimbursement.
  • Growth Opportunities.
  • Work at home.

Explore the benefits we have for you!

Our collaborators can enjoy many great benefits.

Flexible schedules

Our teams have schedules that adapt to your needs. Rest assured that we have the right one for you, even if you are studying.


We think about your professional growth, so at SYKES we have specific career plans to develop your skills day by day.

Compensation and benefits

Our collaborators can take advantage of discounts and agreements in universities, restaurants, among others.

Sykes Enterprises, Incorporated is a leading provider of multichannel demand generation and customer engagement services for Global 2000 companies and their end customers. SYKES’ differentiated full lifecycle solutions and services — digital marketing, sales expertise, customer service, technical support and more through multichannel delivery platforms — effectively engage customers at every touchpoint of the customer journey. Our complete service offering helps clients acquire, retain and increase the lifetime value of their customer relationships through cost-effective solutions that enhance the customer service experience, promote stronger brand loyalty, and foster high levels of performance and profitability.