Workforce Management Analyst

hace 3 semanas


Xico, México Zendesk A tiempo completo
Job Description

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 seamless customer experiences.

Key Responsibilities:

  • Develop and implement short-term forecasting models to inform weekly staffing schedules
  • Conduct root cause analysis of forecast and staffing variations to identify areas for process improvement
  • Perform 'what-if' scenarios to optimize staffing levels and support adjustments to workflows
  • Monitor service levels and workloads to ensure timely escalation and awareness
  • Collaborate with leadership to define requirements and produce trending reporting on queue performance
  • Provide actionable recommendations to leaders to resolve business issues related to workload factors
  • Conduct regular quality reviews to ensure staffing needs are met and provide coaching and insight to maintain an optimal scheduling cycle
  • Maintain capacity plans to inform long-range staff planning
  • Support other Workforce Analysts with scheduling-related tasks as needed

Leadership and Collaboration:

  • Assist with identifying workforce management tool parameters and implementing system configuration
  • Participate in the development and implementation of training materials for advocates and leadership
  • Provide support and training to the leadership team on necessary reporting and trend analysis
  • Communicate effectively with leadership at multiple levels
  • Participate in strategic planning initiatives while maintaining confidentiality
  • Document WFM processes and workflows, as well as business recommendations and changes

Desired Qualifications:

  • Strong analytical and problem-solving skills
  • Ability to analyze data and business processes
  • Empathy and compassion for customers
  • Ability to balance competing priorities and prioritize tasks effectively
  • Strong communication and interpersonal skills

About Zendesk:

Zendesk is a digital-first company that values collaboration, learning, and celebration. We offer a hybrid work experience that combines the benefits of working from home with the opportunity to connect with colleagues in our Mexico City office. As a member of our team, you will have the flexibility to work remotely and attend our office on a weekly basis.

We are an equal opportunity employer and are committed to fostering a diverse and inclusive workplace. If you are passionate about delivering exceptional customer experiences and are looking for a challenging and rewarding role, we encourage you to apply.



  • Xico, México Zendesk A tiempo completo

    Job DescriptionWe 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...


  • Xico, México Allianz Partners A tiempo completo

    Job SummaryWe are seeking a highly skilled Workforce Management Director to lead our local WFM team and drive business unit achievements of WFM KPIs, LOB driven governance, and provide internal reports and WFM routines with local stakeholders.Key ResponsibilitiesOversee all aspects of workforce management for a specific or group of pre-determined BUs,...

  • Gerente de Almacén

    hace 2 semanas


    Xico, México Workforce Management A tiempo completo

    Descripción del Puesto:En Workforce Management, estamos buscando a un profesional experimentado para ocupar el cargo de Gerente de Almacén. Esta posición es fundamental para el correcto funcionamiento de nuestro almacén y requiere una persona con habilidades de liderazgo y gestión de inventarios.Responsabilidades:Realizar el manejo de inventarios...


  • Xico, México Allianz Partners A tiempo completo

    **Job Summary**As a Workforce Management Leader at Allianz Partners, you will be responsible for overseeing the local WFM team and ensuring the achievement of WFM KPIs and LOB driven governance. This includes providing internal reports and WFM routines with local stakeholders, aligning local strategies with global standards to ensure operational efficiency...


  • Xico, México Allianz Popular Sl. A tiempo completo

    Job Title: Wfm ManagerJob Summary:We are seeking a highly skilled Wfm Manager to lead our local workforce management team and drive business success. As a key member of our operations team, you will be responsible for overseeing all aspects of workforce management, aligning local strategies with global standards to ensure operational efficiency and...

  • Budget Management Analyst

    hace 4 semanas


    Xico, México Pepsico A tiempo completo

    OverviewPepsiCo is a leading food and beverage company with a rich history and a commitment to innovation. We are seeking a talented Budget Management Analyst to join our team and contribute to our digital transformation agenda.ResponsibilitiesThe successful candidate will be responsible for activities related to the Global Close to Forecast process,...


  • Xico, México Logitech A tiempo completo

    About CXThe Customer Experience team at Logitech is dedicated to delivering world-class customer service that builds relationships, prompts loyalty, and drives growth for the company. We strive to be an extension of each of our Brands, deploying strategies that allow us to scale with agility while advocating for the customer and the company. Our values...


  • Xico, México Logitech Inc. A tiempo completo

    About Logitech Inc.Logitech Inc. is a global leader in the design, manufacture, and marketing of personal peripherals and software solutions. Our Customer Experience (Cx) team is dedicated to delivering exceptional customer service and building strong relationships with our customers.Job Summary:We are seeking a highly skilled and experienced Cx Global...


  • Xico, México Logitech Inc. A tiempo completo

    About the Role:Logitech Inc. is seeking a skilled Cx Global Workforce Manager to join our team. As a key member of our Customer Experience team, you will be responsible for optimizing and overseeing the efficient deployment of human resources across international call center partners.Key Responsibilities: Monitor and adjust staffing levels to meet service...


  • Xico, México Arrivia, Inc. A tiempo completo

    As a Knowledge Management Analyst at Arrivia, Inc., you will play a vital role in the Knowledge Management and Instructional Design team. This position involves dual responsibilities supporting our Learning Management System (LMS) and Knowledge Management System (KMS) administration to ensure both platforms are utilized to their fullest potential. Your...


  • Xico, México Pepsico A tiempo completo

    **Overview**PepsiCo is a leading global food and beverage company that operates in more than 200 countries and territories. Our diverse portfolio includes iconic brands such as LAY'S, DORITOS, CHEETOS, GATORADE, PEPSI, and QUAKER. We are committed to creating value and growth by operating within planetary boundaries and inspiring positive change for the...

  • Workforce Manager

    hace 2 semanas


    Xico, México Etsy A tiempo completo

    About the RoleThe Workforce Manager at Etsy is responsible for creating and managing systems to assist in meeting service level targets, track our workforce, and provide visibility for internal stakeholders into staffing coverage by channel and topic area. This role requires strong quantitative and analytical skills, as well as excellent interpersonal...


  • Xico, México Pepsico A tiempo completo

    About PepsiCoWe are a leading food and beverage company with a rich history and a commitment to innovation. Our iconic brands are consumed by millions of people around the world, and we're always looking for talented individuals to join our team.Job SummaryWe're seeking a highly organized and detail-oriented Project Management Analyst to join our team. As a...

  • Capacity Planning Analyst

    hace 3 semanas


    Xico, México Amex A tiempo completo

    **Transforming Business Outcomes through Data-Driven Insights**At American Express, we're committed to delivering exceptional customer experiences that drive business growth. As a Capacity Planning Analyst, you'll play a critical role in shaping our workforce management strategies to meet the evolving needs of our customers.**Key Responsibilities:**Develop...

  • Market Analyst

    hace 4 semanas


    Xico, México Kempton Asset Management A tiempo completo

    Job Title: Market AnalystAt Kempton Asset Management, we are seeking a highly skilled Market Analyst to join our team. As a Market Analyst, you will be responsible for building and maintaining financial models and industry databases to evaluate companies and market segments.Key Responsibilities:Review business and trade publications, annual reports,...


  • Xico, México Warner Bros. Discovery A tiempo completo

    **Unlock Your Potential at Warner Bros. Discovery**Join our team of talented professionals as a Contingent Workforce Specialist in Mexico. As a key member of our global Flex Talent team, you will play a crucial role in supporting the management and administration of our external workforce program in the Latin American region.**Your Key...


  • Xico, México Element Fleet Management A tiempo completo

    Key ResponsibilitiesAs a Sales Operation Analyst at Element Fleet Management, you will play a critical role in delivering value to customers and ensuring an exceptional client experience. Your key responsibilities will include:Supporting Sales Managers in the preparation of quotes, budgets, and presentations for clientsAnalyzing customer data to generate...

  • Risk Management Analyst

    hace 3 semanas


    Xico, México Citi A tiempo completo

    The Risk Management Analyst is a key role in Citi's risk management team. This position requires a strong analytical mindset and the ability to work independently to identify and mitigate potential risks. The ideal candidate will have a solid understanding of risk management principles and be able to apply them to complex business...


  • Xico, México Citi A tiempo completo

    The Workforce Capacity Analyst plays a pivotal role in driving business results at Citi. This dynamic professional is responsible for analyzing and optimizing workforce capacity to ensure seamless operations.Key Responsibilities:- Develop and implement strategic plans to improve workforce productivity and efficiency.- Conduct data-driven analysis to identify...


  • Xico, México Pepsico A tiempo completo

    We are PepsiCo, the perfect place for curious people, thinkers, and change agents. Our company is working together to make the world a better place. We offer a culture where all people are welcome and can influence those around them, making a positive impact globally.As a member of our Global Business Services organization, you will provide efficient and...