Lead Workforce Management Analyst

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We are looking for a Workforce Management Planner with knowledge of scheduling and staffing methodologies, forecast modeling, capacity planning, and queue management in a complex global support environment composed of multiple contact channels and advocate skill sets. Youâre a great match if you possess an inquiring mind, are detailed and analytically oriented, driven to positively impact our customer experience, and have the ability to thrive in a growing and transforming organization.

Assisting us in administering the optimal configuration of our workforce management solution. This role will be essential in helping to ensure the proper metrics and criteria are used in daily, weekly and monthly reporting to project staffing needs key to the operational areas. Being a mentor and a resource point of contact will be a critical skill required for this role. This individual must possess strong attention to detail and capabilities to manage multiple deadlines.

Responsibilities:

• Analytical

• Responsible for generating short term forecasting to be used for developing weekly staffing schedules 

• Conduct root cause analysis of forecast and staffing variations and provide key actionable recommendations for process improvements

• Perform âWhat-ifâ scenarios to facilitate optimal staffing levels or support adjustments to work flows

• Monitor service levels of workloads for appropriate escalation and awareness

• Work with leadership to define requirements and produce trending reporting as it relates to queue performance

• Provides summary of analysis and recommendations to leaders to assist in resolving business issues of workload factor

• Responsible for administration and configuration of workforce management application

• Conducts regular quality reviews to ensure staffing needs are met and provides coaching and insight to maintain an optimal scheduling cycle

• Maintain capacity plans used for insights into long-range staff planning

• Support other Workforce Analysts with scheduling related tasks as needed 

Leadership

• Assist with identifying workforce management tool parameters, implement and maintain system configuration

• Participate in development and implementation of training material to both advocates and leadership 

• Provide support and training to the leadership team on necessary reporting and trend analysis

• Ability to clearly communicate with leadership on multiple levels 

• Participate in strategic planning initiatives while maintaining a high level of confidentiality

• Document WFM process and workflows, as well as business recommendations/changes (i.e. Skills, queues and call routing)

• Ability to work independently with limited supervision and direction.

• Adept at creating visualizations that translates data into meaningful insights

Desired Qualifications:

• 2 or more years of experience within an operational area and knowledge of operational support systems (i.e. phone systems, chat & email support, case management, billing or tracking systems)

• Previous experience with one or more scheduling and forecasting applications (Aspect, NICE, Verint, etc.)

• Solid skills with Google Docs and/or Excel

• Demonstrated ability to analyze data and/or business processes

• Empathy, compassion and a desire to ensure that our customers receive the proper Zendesk treatment and willingness to take steps to continuously improve it

• Ability to balance competing priorities, prioritize tasks effectively

• The ability to drive and own conversations with senior leadership in support of the overall Zendesk Advocacy goals, which can mean providing alternative solutions when necessary

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âWhere We Work:
Being digital first doesnât mean weâre digital only. In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our Mexico City office on a weekly basis for part of the week. The specific in-office schedule is to be determined by the hiring manager.

Please note that anyone hired into this position must be physically located in and plan to work from Mexico City (CDMX) or Mexico State (Estado de Mexico).

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

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