CX WEM Specialist

11 hours ago

Manila, National Capital Region, Philippines Zendesk Full time
Zendesk is seeking a Workforce Engagement Management (WEM) Specialist to support multiple operational teams globally.

The ideal candidate will have a strong understanding of WFM and QA principles, excellent problem-solving abilities, and effective communication and collaboration skills. They will be responsible for learning and understanding multiple operational solutions within Zendesk, ensuring all established processes are followed to support the overall customer experience.

The WEM Specialist will be responsible for identifying behavior opportunities through Zendesk WEM tools, completing evaluations of customer, product, and agent-specific tickets, and ensuring alignment between WEM metrics and organizational priorities. They will also demonstrate a strong focus on customer experience, leveraging multiple data sources to deliver insights related to QA and/or WFM, and maintaining employee schedules within the WFM application on a daily/weekly basis.

The successful candidate will have 2+ years of experience within an operational area and knowledge of operational support systems, solid skills with using Google Docs and/or Excel, and experience with scheduling and forecasting applications. They will also have effective, clear, and concise communication skills, verbal and written, and strong attention to detail with the ability to balance competing priorities, prioritize tasks effectively.

The WEM Specialist will be part of a hybrid team, working in a collaborative and inclusive environment, with opportunities for growth and development. They will be responsible for driving and owning conversations in support of the overall CX goals, and will have the ability to drive and propose innovative solutions.

The ideal candidate will have a high-energy, team-first, positive attitude, and will be amenable to work on shifting schedules and in a hybrid setup.

Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster global diversity, equity, and inclusion in the workplace. We advocate for digital-first customer experiences and stick to it in our workplace.

  • 2+ years of experience within an operational area and knowledge of operational support systems
  • Solid skills with using Google Docs and/or Excel
  • Experience with scheduling and forecasting applications
  • Effective, clear, and concise communication skills, verbal and written
  • Strong attention to detail with the ability to balance competing priorities, prioritize tasks effectively
  • High-energy, team-first, positive attitude
  • Amenable to work on shifting schedules and in a hybrid setup

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