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Senior Training Reporting Analyst

hace 3 meses

Ciudad de México, Ciudad de México Zendesk A tiempo completo
Job Description

The Senior Training Reporting Analyst will work with a team to manage, and administer the Learning Management Systems (LMS) across CX to develop complex reporting, and dashboards. You will be responsible for the design, reporting, and collection of learning data to evaluate the effectiveness of our training for CX teams against target KPIs. It will represent both qualitative and qualitative results. You will also play a critical role in managing the LMS systems including system administrative duties.

Responsibilities

  • Develops and produces departmental dashboards, and reports to include but not limited to project needs, historical reporting, and learning experience data
  • Leads the creation and maintenance of various training reporting dashboards. Going beyond basic LMS reporting, to provide meaningful insights.
  • Professionally communicate those insights to the training team, CX partners, and CX leadership
  • Perform system administrative duties in the LMS as needed, including creating courses, and programs, assigning courses, enrolling/un-enrolling in courses and perform mass data updates.
  • Connects the LMS dashboard and reporting to Workday reporting to ensure accurate capture of data.
  • Manages the planning, testing, and implementation of new features in the LMS and in reporting/dashboards
  • Supports the development of content for training materials, as needed
  • Lead continuous improvement of existing processes, develop new processes, and enhance existing processes where required
  • Document processes and procedures
  • Develop custom tools for automation
  • Acts as a subject matter expert on the LMS reporting capabilities
  • Performs ongoing reviews with CX leadership to ensure common understanding and expectations of reporting and LMS capabilities
  • Builds and maintains relationships with key stakeholders to identify areas of opportunity for learning
  • Partners closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success
  • Creates a measurable learning environment
  • Effectively communicates across Zendesk appropriately and as needed

Behaviors

  • 3+ years of reporting and dashboard capabilities
  • 3+ years of learning management system and/or HR systems experience
  • Leads with impact & influence
  • Establishes credibility, effectively persuades and develops others, and achieves important objectives collaboratively
  • Champions Zendesk culture and empowers employees to take responsibility for their jobs and goals
  • Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills
  • Appropriately communicates organization information through department meetings, one-on-one meetings, and appropriate email, and regular interpersonal communication

Where We Work
Zendesk is not your average tech company. We have all the stuff you'd expect - competitive pay, benefits, appealing offices, snacks, and more. We also have a culture deeply dedicated to enabling conversations and providing appreciative support. We help our staff keep work-life balance, from flexible hours to remote work, to the most dynamic parental leave plans on the market. Our Social Impact team is actively engaged in our community and enables us to invest thousands of hours with local community groups each year. We invest in diversity and inclusion so that our team reflects the diversity of the world around us. We have a whole crew dedicated to ensuring our workplace experience is top notch and welcoming for all.

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).

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.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: 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 local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
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 experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we're 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 with your specific accommodation request.