Senior Training Reporting Analyst

hace 1 día


Ciudad de México, Ciudad de México Zendesk A tiempo completo

About the Role

We are seeking a highly skilled Senior Training Reporting Analyst to join our team at Zendesk. As a key member of our organization, you will play a critical role in managing and administering our Learning Management Systems (LMS) to develop complex reporting and dashboards.

Key Responsibilities

  • Reporting and Dashboard Development
    • Design, develop, and maintain departmental dashboards and reports to include project needs, historical reporting, and learning experience data.
    • Lead the creation and maintenance of various training reporting dashboards, providing meaningful insights to the training team, CX partners, and CX leadership.
  • LMS Administration
    • Perform system administrative duties in the LMS, including creating courses, assigning courses, enrolling/un-enrolling in courses, and performing mass data updates.
    • Connect the LMS dashboard and reporting to Workday reporting to ensure accurate capture of data.
  • Process Improvement
    • Lead continuous improvement of existing processes, develop new processes, and enhance existing processes where required.
    • Document processes and procedures.
  • Subject Matter Expertise
    • Act as a subject matter expert on the LMS reporting capabilities.
    • Perform ongoing reviews with CX leadership to ensure common understanding and expectations of reporting and LMS capabilities.
  • Stakeholder Management
    • Build and maintain relationships with key stakeholders to identify areas of opportunity for learning.
    • Partner closely with Workforce Optimization leaders for implementation of various initiatives and measurement of success.
  • Communication
    • Effectively communicate across Zendesk, including department meetings, one-on-one meetings, and regular interpersonal communication.

Requirements

  • 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.

About Zendesk

Zendesk is a leading provider of customer service and engagement software. We help businesses build stronger relationships with their customers through our cloud-based platform. Our software is designed to be intuitive and easy to use, allowing businesses to provide exceptional customer experiences across multiple channels.

What We Offer

  • A dynamic and supportive work environment.
  • Opportunities for professional growth and development.
  • A competitive salary and benefits package.
  • A comprehensive training program.
  • A collaborative and inclusive team culture.

Location

This role is based in Mexico City (CDMX) or Mexico State (Estado de Mexico). We are committed to providing a flexible and remote work environment, allowing our employees to work from home or in our office, depending on their needs and preferences.



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