Lead Workforce Management Analyst

hace 4 semanas

Tlahuac, México Zendesk A tiempo completo

Job Description

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. You’re 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 “What-if’ 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
- 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**:

- 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

**Where We Work**:
Being digital first doesn’t mean we’re 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).

**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 EE

  • Workforce Management

    hace 2 meses

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informatica Administrativa Experiência: Mínima 1 año en puesto similar para el sector call...

  • Workforce Management

    hace 3 semanas

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informatica Administrativa Experiência: Mínima 1 año en puesto similar para el sector call...

  • Workforce Management Call Center

    hace 3 semanas

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT CALL CENTER”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informatica Administrativa Experiência: Mínima 1 año en puesto similar para el...

  • Workforce Management Call Center

    hace 1 semana

    Tlahuac, México SAC ACTIVOS A tiempo completo

    Empresa mexicana dedica a brindar soluciones para sectores financieros, hipotecarios y bancarios se encuentra en búsqueda de la vacante como **“WORKFORCE MANAGEMENT CALL CENTER”** **Buscamos**: Escolaridad: Mínimo Lic. Trunca en áreas matemáticas/administrativas/Informática Administrativa Experiência: Mínima 1 año **Perfil**: - Rápido...

  • Senior Analyst, Program Management

    hace 4 semanas

    Tlahuac, México ELEVATE A tiempo completo

    **Position Title**: Senior Analyst, Program Management **Business Unit**: Programs **Reports To**:Outsource Program Lead, Program Management **Location**: Mexico **About this role**: **Key job responsibilities**: The Senior Analyst role is responsible for executing the Client’s supplier engagement and risk monitoring program. They will be responsible...

  • Senior Analyst, Program Management

    hace 2 días

    Tlahuac, México ELEVATE A tiempo completo

    **Position Title**: Senior Analyst, Program Management **Business Unit**: Programs **Reports To**:Outsource Program Lead, Program Management **Location**: Mexico **About this role**: **Key job responsibilities**: The Senior Analyst role is responsible for executing the Client’s supplier engagement and risk monitoring program. They will be responsible...

  • Delivery Management Lead

    hace 3 semanas

    Tlahuac, México BringIT A tiempo completo

    Objective As a Delivery Management Lead, you will be responsible for providing day-to-day support to a team of direct reports while managing a small client portfolio of engagements. A successful DM at Bring IT can prioritize their schedule to assist with escalations, solution architecting, and recruiting support to ensure priorities are measured and handled....

  • Regional Manager, Cs Workforce Management

    hace 2 semanas

    Tlahuac, México Netflix A tiempo completo

    Mexico City, Mexico- Customer Service- Millions of members worldwide love Netflix. When they sit down to watch or play, we want to ensure that nothing gets between them and their favorite shows, movies, and games and Netflix Customer Service (CS) is here to assist customers when they need help. Our WFM team sits within CS and is responsible for the resource...

  • Workforce Manager

    hace 3 semanas

    Tlahuac, México Etsy A tiempo completo

    **Company Description** Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems...

  • Workforce Manager

    hace 3 semanas

    Tlahuac, México Etsy A tiempo completo

    **Company Description** Etsy is the global marketplace for unique and creative goods. We build, power, and evolve the tools and technologies that connect millions of entrepreneurs with millions of buyers around the world. As an Etsy Inc. employee, whether a team member of Etsy, Reverb, or Depop, you will tackle unique, meaningful, and large-scale problems...

  • Fp & a Lead Analyst

    hace 4 semanas

    Tlahuac, México Citi A tiempo completo

    The Financial Planning and Analysis Lead Analyst is a senior professional role responsible for providing management with an analysis and insight of Citi’s financial results in coordination with the broader Finance team. The overall objective is to contribute to directional strategy as well as utilize in-depth specialty knowledge to provide advice/counsel...

  • Lead Data Analyst

    hace 2 días

    Tlahuac, México Thermo Fisher Scientific A tiempo completo

    Are you a problem solver who loves challenges and enjoys creativity? We have an exciting opportunity for a Master Data Analyst on our Quality Analytics & Reporting team within Quality Risk Management. We need someone who is driven to deliver results and has strong and proactive communication skills. As an analytics expert, you will not only facilitate...

  • Sr. Workforce Consultant for a Top Ten Insurance

    hace 4 semanas

    Tlahuac, México Capgemini A tiempo completo

    **We are seeking a highly skilled Senior Workforce Consultant to join our team at Capgemini and provide strategic workforce management solutions to a Top Ten Insurance Carrier.****: As a Senior Workforce Consultant, you will play a crucial role in partnering with the client's HR and Business leaders to develop workforce strategies, drive organizational...

  • Sr. Workforce Consultant for a Top Ten Insurance

    hace 6 horas

    Tlahuac, México Capgemini A tiempo completo

    **We are seeking a highly skilled Senior Workforce Consultant to join our team at Capgemini and provide strategic workforce management solutions to a Top Ten Insurance Carrier.****: As a Senior Workforce Consultant, you will play a crucial role in partnering with the client's HR and Business leaders to develop workforce strategies, drive organizational...

  • Business Analyst Functional Lead

    hace 1 semana

    Tlahuac, México Laura De Jesús A tiempo completo

    Te invitamos a formar parte del equipo de importante cliente del Sector Bancario, como **"Business Analyst Functional Lead " **para laborar en CDMX. **Requerimos**: - Experiência mínima de 6 años - Ingles Conversacional (indispensable). **Must Have Skills**: - Conocimientos de dominio (dominio de regulación o de riesgo y cumplimiento). - MS Excel. -...

  • Analyst, Thematic Indices Product Management

    hace 5 días

    Tlahuac, México S&P Global A tiempo completo

    **About the Role**: **Grade Level (for internal use)**: 11 **Job Description**: **Title**: Analyst, Thematic Indices Product Management **Location**: Mexico City The Thematic Indices team at S&P Dow Jones Indices (S&P DJI) is seeking an Analyst to support its initiatives in both the US and globally. This is an exciting opportunity to join the team as a...

  • Legal Systems Analyst

    hace 2 semanas

    Tlahuac, México Trinity Industries A tiempo completo

    Trinity Industries in hiring a **Senior Legal Systems Analyst (DocuSign and FusionRM)** for our **Queretaro, MX **office! What you'll do: - System Administration: Manage and administer the FusionRM and DocuSign CLM systems to ensure optimal performance and user satisfaction - Platform Configurations: Configure the legal platforms to enable workflows, forms...

  • IT Asset Management Practice Lead Oracle

    hace 4 semanas

    Tlahuac, México SoftwareOne A tiempo completo

    Job Function: Software & Cloud Services The role: The IT Asset Management Practice Lead SAP Consultant will be part of the SAP Professional Services Team. **IT Asset Management Practice Lead Oracle** - Scope: Full-time | Office: all Latam, prefered Mexico, Brazil & Colombia | Hybrid Model_ The IT Asset Management Practice Lead Oracle will be responsible...

  • Global Compliance

    hace 2 meses

    Tlahuac, México Gates Corporation A tiempo completo

    Are you inspired by challenging the status quo? Do you thrive in collaborative environments that drive results? If so, Gates could be for you. Let's simplify it, think belts and hoses. Found in motorcycles, conveyor belts, cars, tractors, blenders, vacuum cleaners, bicycles, & 3D printers just to name a few. Because why not do it all? **WHAT TO...

  • Analyst-risk Management

    hace 2 semanas

    Tlahuac, México Amex A tiempo completo

    **You Lead the Way. We’ve Got Your Back.** With the right backing, people and businesses have the power to progress in incredible ways. When you join Team Amex, you become part of a global and diverse community of colleagues with an unwavering commitment to back our customers, communities, and each other. Here, you’ll learn and grow as we help you...