Detalle de la Oferta

Descripción de la Oferta

The Workforce Management Analyst plays a critical role in optimising operational performance by ensuring Zendesk Workforce Management (WFM) KPIs are accurately captured, measured, and actioned. This role supports real-time and strategic workforce planning, partnering closely with Floor Controllers to drive efficiency and effectiveness across care delivery operations.

Responsibilities
Zendesk WFM KPI Management
• Monitor and validate key WFM metrics (e.g., adherence, occupancy, service levels, shrinkage).
• Ensure data integrity and consistency across reporting tools.
• Identify trends and variances, and escalate insights to the WFM Lead and Floor Controllers.

Operational Collaboration
• Partner with Floor Controllers to align staffing decisions with real-time demand.
• Provide actionable insights to improve schedule adherence and intraday performance.
• Support tactical decision-making during peak periods or service disruptions.

Reporting & Analysis
• Develop and maintain dashboards and reports that highlight performance against WFM KPIs.
• Conduct root cause analysis on performance gaps and recommend corrective actions.
• Present findings in a clear, concise format to stakeholders at various levels.

Continuous Improvement
• Contribute to the refinement of WFM processes and tools.
• Support initiatives aimed at improving forecast accuracy and schedule efficiency.
• Participate in post-mortem reviews to assess WFM strategy effectiveness.

Requirements
• Proven experience in workforce management or operations analytics, preferably in a Zendesk environment.
• Strong understanding of WFM principles including forecasting, scheduling, and real-time management.
• Proficiency in data analysis tools (e.g., Excel, Google Sheets, BI platforms).
• Excellent communication and stakeholder engagement skills.
• Ability to work in a fast-paced, collaborative environment.
• Experience working with Floor Controllers or in a contact center environment.
• Familiarity with Zendesk WFM modules and reporting capabilities.
• Exposure to care delivery or customer support operations.

Lenguajes