workforce Management scheduling analystZendesk

Job Description
We are looking for a Workforce Management Scheduling Analyst who is capable of maintaining schedules, handling queue management, and analyzing forecast trends in a complex global support environment composed of multiple contact channels and advocate skill sets. You're a great match if you possess an inquiring mind, are detailed and analytically oriented, driven to positively impact our customer experience, and have the ability to thrive in a growing and transforming organization.
Having the ability to manage schedules within a new workforce management solution and supporting current and transformative practices will be an important part of your role. This is an exciting time of transition, therefore having the ability to identify processing gaps and come up with fresh new ideas will be expected of you. This role will be essential in helping to ensure the proper metrics and criteria are used to build out daily, weekly and monthly reporting to project staffing needs key to the operational areas.
Responsibilities:
Responsible for daily/weekly maintenance of employee schedules within a workforce management application
Manage intra-day staffing levels and determine most effective levels for staffing adjustments for various channels including email, chat, phone in a global 24x7 environment
Monitoring of workload volumes
Monitor workload service levels for appropriate escalation and awareness
Maintain trend reporting as it relates to queue performance
Proactively recommend scheduling changes based intraday movement and incoming volume (i.e. voluntary training, project time, overtime, etc)
Document and report on impacts to service levels and performance goals (i.e. service incidents and system outages)
Understand and support Workforce Management feedback communications
Work with business leaders and advocates to identify user experience and document feedback to help determine new schedule practices
Provide daily reporting to leadership on service levels and queue volumes
Responsible for understanding daily actions taken, volume/staffing impacts and communicating root cause with Workforce Management team
Support workforce management tool parameters and maintain system configuration
Provide support to the leadership team on necessary reporting and trend analysis
Ability to clearly communicate with leadership on multiple levels
Participate in strategic planning initiatives while maintaining a high level of confidentiality
Document WFM processes and workflow changes
Requirements:
Strong experience within an operational area and knowledge of operational support systems (i.e. phone systems, chat & email support, case management, billing or tracking systems) (ideally 2-3+ years)
Solid skills with Excel and Google Docs
Demonstrated ability to analyze data and/or business processes
Empathy, compassion and a desire to ensure that our customers receive the proper Zendesk treatment and willingness to take steps to continuously improve it
Ability to work independently with limited supervision and direction
Strong attention to detail with the ability to balance competing priorities, prioritize tasks effectively
The ability to drive and own conversations in support of the overall Zendesk Advocacy goals
Previous experience with scheduling and forecasting applications (Aspect, NICE, Verint, ect) (desirable)
About Zendesk - Champions of Customer Service
Zendesk started the customer experience revolution in 2007 by enabling any business around the world to take their customer service online. Today, Zendesk is the champion of great service everywhere for everyone, and powers billions of conversations, connecting more than 100,000 logos with hundreds of millions of customers over telephony, chat, email, messaging, social channels, communities, review sites and help centers. Zendesk products are built with love to be loved. The company was conceived in Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs more than 4,000 people across the world. Learn more at .
We believe in service. about how we provide support to our local communities with volunteering, grants and product donations.
Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster 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 .
U.S. Applicants Only: Consistent with Zendesk's emphasis on employee wellness and our shared interest in public health, Zendesk requires all U.S. employees to provide proof of full vaccination against COVID-19. Zendesk will consider accommodations for reasons recognized by applicable law. Zendesk prohibits discrimination and will not tolerate discrimination based on a person's disability, physical or mental conditions, religion, or any other status protected by law.
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Zendesk

Philippines
Permanent
Full-time