Workforce Management Analyst

hace 1 semana


Xico, México Zendesk A tiempo completo
Job Summary

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 workforce management processes to ensure we are providing the best possible customer experience.

Key Responsibilities
  • Forecasting and Scheduling: Develop and implement short-term forecasting models to inform weekly staffing schedules, ensuring optimal resource allocation and minimizing over/under-staffing.
  • Root Cause Analysis: Conduct thorough analysis of forecast and staffing variations to identify areas for process improvement and provide actionable recommendations to leadership.
  • Queue Management: Monitor service levels and workloads to ensure timely escalation and awareness, and provide insights to leadership to inform business decisions.
  • Reporting and Analytics: Develop and maintain trending reports to track queue performance, and provide summary analysis and recommendations to leadership to inform business decisions.
  • Capacity Planning: Develop and maintain capacity plans to inform long-range staff planning and ensure optimal resource allocation.
Requirements
  • Strong Analytical Skills: Ability to analyze complex data sets and provide actionable insights to inform business decisions.
  • Excellent Communication Skills: Ability to clearly communicate complex ideas and recommendations to leadership and stakeholders.
  • Leadership Skills: Ability to lead and influence others to achieve business objectives.
  • Technical Skills: Proficiency in Google Docs and/or Excel, and ability to learn and adapt to new tools and technologies.
About Zendesk

Zendesk is a leading provider of customer service and support software. We are committed to providing the best possible customer experience, and we are seeking a highly skilled Workforce Management Analyst to join our team.


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