Workforce Management Analyst
hace 3 semanas
We are seeking a highly skilled Workforce Management Analyst to join our team at Zendesk. As a key member of our workforce management team, you will be responsible for analyzing and optimizing our scheduling and staffing processes to ensure the best possible customer experience.
Key Responsibilities:
- Generate short-term forecasting to inform weekly staffing schedules
- Conduct root cause analysis of forecast and staffing variations to identify areas for improvement
- Develop and implement process improvements to optimize staffing levels and workflows
- Monitor service levels and workload performance to ensure optimal customer experience
- Collaborate with leadership to define requirements and produce trending reporting on queue performance
Requirements:
- Strong analytical and problem-solving skills
- Ability to work independently with limited supervision
- Excellent communication and interpersonal skills
- Experience with Google Docs and/or Excel
- Ability to balance competing priorities and prioritize tasks effectively
What We Offer:
- A dynamic and collaborative work environment
- Opportunities for professional growth and development
- A competitive salary and benefits package
- The chance to work with a leading customer experience platform
Location:
Our Mexico City office is a hub for innovation and collaboration, and we're looking for someone to join our team who is passionate about delivering exceptional customer experiences.
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