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The Senior Training Reporting Analyst will play a critical role in managing the Learning Management Systems (LMS) across CX at Zendesk, Inc. This position requires a strong analytical mindset and excellent communication skills to effectively collaborate with the training team, CX partners, and CX leadership.
Key Responsibilities
- Develop and maintain complex reporting and dashboards to evaluate the effectiveness of training programs for CX teams.
- Design and implement data collection processes to gather insights on learning experiences and outcomes.
- Collaborate with the training team to develop training materials and content.
- Perform system administrative duties in the LMS, including course creation, enrollment, and data updates.
- Connect the LMS dashboard and reporting to Workday reporting to ensure accurate data capture.
- Lead the planning, testing, and implementation of new features in the LMS and reporting/dashboards.
- Support the development of content for training materials, as needed.
- Lead continuous improvement of existing processes and develop new processes to enhance training effectiveness.
- Document processes and procedures.
- Develop custom tools for automation.
- Act as a subject matter expert on LMS reporting capabilities.
- Perform ongoing reviews with CX leadership to ensure common understanding and expectations of reporting and LMS capabilities.
- 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.
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.
- Maintains transparent communication and showcases strong communication, interpersonal, and presentation skills.
