Principal Analyst Workforce & Service Performance

ZENDESK PTY

Mexico City, Mexico
Hybrid
8+ years contact center operations experience
Expert proficiency in wfm platforms like nice iex or zendesk
Advanced sql and statistical modeling with python or r
This role sets standards and leads advanced analytics across Workforce Management and Quality Assurance to solve complex business problems

Job Summary

  • This role sets standards and leads advanced analytics across Workforce Management and Quality Assurance to solve complex business problems.
  • The successful candidate will build trend-based forecasts, capacity plans, and QA frameworks while driving automation to reduce manual effort.
  • Zendesk offers a hybrid work model allowing flexibility to work remotely while connecting periodically at offices for collaboration.

Matching Summary

This role sets standards and leads advanced analytics across Workforce Management and Quality Assurance to solve complex business problems.

Skills & Requirements

Must-have

  • 8+ years contact center operations experience
  • Expert proficiency in WFM platforms like NICE IEX or Zendesk
  • Advanced SQL and statistical modeling with Python or R
  • Deep knowledge of Erlang C and queueing concepts
  • Experience designing A/B testing and scenario analysis
  • Strong executive communication and stakeholder management

Nice-to-have

  • Six Sigma or Lean certification exposure
  • Hands-on AI and automation initiative experience
  • B2B technology industry support background
  • Project management certification like PMP or Agile
  • Change management methodology expertise

Key Requirements

  • 8+ years in contact center operations
  • Must be physically located in Mexico City or Mexico State
  • No direct people management required

Work Rights

Must be physically located in Mexico City or Mexico State

Tailored Resume

Cover Letter