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Workforce Management Analyst

3 months ago

Manila, Philippines Zendesk Full time

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Job Description
 

We are actively searching for a Workforce Engagement (WEM) Analyst to join our dynamic team. This essential role involves not just supporting our teams through the effective use of Workforce Management solutions, but also playing a crucial role in improving and ensuring the Quality Assurance (QA) processes within the organization.

The WEM Analyst will play a key part in ensuring our workforce is efficiently scheduled and optimally utilized, by developing, generating, and enhancing scheduling procedures. Our Analyst will also have a hand in forecasting and workforce planning, collaborating with various teams to address workforce capacity and volume trending analysis.

The Quality Assurance aspect of this role involves implementing and maintaining the QA tools and standards set within the organization. The Analyst will ensure adherence to established QA standards, helping to identify any deviations, and assist in implementing corrective and preventive measures. The effectiveness of our QA processes greatly impacts customer satisfaction, and the Analyst will play a big part in maintaining and improving it.

We are seeking a candidate who takes a data-driven approach when making decisions and can juggle multiple priorities while maintaining keen attention to detail. The ideal person for this role is proficient in WFM and QA principles, has great problem-solving abilities, can effectively communicate and collaborate with diverse teams across the organization, and above all, is committed to enhancing customer experience.

Join us as we strive to streamline our workforce experiences, improve the quality of our services, and make a positive impact on our organization and customers alike.

Responsibilities

  • Maintain employee schedules within the workforce management application on a daily/weekly basis.

  • Generate short-term forecasts for developing weekly staffing schedules.

  • Recommend proactive scheduling changes based on intraday movements and incoming volume.

  • Monitor workload volumes and service levels, escalating as needed.

  • Conduct root cause analysis on forecast and staffing variations, offering actionable process improvement recommendations.

  • Provide summaries of analysis and recommendations to leaders to help resolve business issues.

  • Administer, configure, and support workforce management tools.

  • Participate in strategic planning initiatives while maintaining confidentiality.

  • Focus on delivering an excellent customer experience in all aspects.

  • Evaluate customer, product, and agent-specific tickets within the CX organization.

  • Maintain and manage personal QA evaluation workload

  • Participate in calibration sessions with business leaders to ensure consistent scoring and alignment with QA metrics and organizational priorities.

  • Maintain and update regional reports on global forecast/volume and quality data.

  • Identify opportunities for process improvement and contribute to workflow documentation.

  • Coordinate with other WFM and QA Analysts to improve and evolve the Zendesk WFM and QA tools and processes.

  • Collaborate with business leaders to document user experiences and feedback, helping to refine schedule practices.

  • Communicate clearly with leadership regarding daily tasks, trend insights, and identified issues.

  • Stay updated on product changes and new features.

Requirements

  • 2-3+ years of experience within an operational area.

  • Proficient with operational support systems (e.g., phone systems, chat & email support, case management, billing, or tracking systems).

  • Experience with scheduling and forecasting applications (Aspect, NICE, Verint, etc.) (desirable).

  • Experience with quality assurance applications (Klaus, Maestro QA, Playvox, Genesys, NICE, etc.) (desirable).

  • Solid skills with Google Docs and/or Excel.

  • Demonstrated ability to analyze data and/or business processes.

  • Customer focus with empathy, compassion, and a desire to ensure customers receive proper Zendesk treatment; willingness to continuously improve the customer service experience.

  • Ability to work independently with limited supervision and direction.

  • Capability to drive and own conversations in support of Zendesk CX goals, including providing alternative solutions when necessary.

  • Strong attention to detail.

  • Ability to balance competing priorities and prioritize tasks effectively.

  • Outstanding interpersonal communication skills with the ability to build cross-functional relationships.

  • Ability to interact effectively with team members and stakeholders from all levels and regions.

  • Creative, motivated, and capable of working independently as well as part of a globally distributed team.

  • Willing to work on a night shift (AMER) and hybrid set up.

#LI-ML12

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

About Zendesk - Champions of Customer Service

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiencesâand we stick with it in our workplace. Over 5,000 employees worldwide have the flexibility to choose where they work. The fact is, we know great work happens anywhere. Whether youâre collaborating from your home office, a Zendesk workspace, or the kitchen table, youâre part of one team at Zendesk.

Zendesk is an equal opportunity employer, and weâre proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here. 

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.