Principal Analyst Workforce & Service Performance

Zendesk
Mexico City
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringExperience: 8+ yearsSkills: ["Communication","Stakeholder management","Problem-solving","Leadership","Influencing"]

Lead advanced analytics and automation for Workforce Management and Quality Assurance across multiple teams. Translate business goals into analytical roadmaps, build forecasting and QA frameworks, and drive cross-functional impact with data, models, and experiments to improve performance metrics and customer outcomes.

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Zendesk
Zendesk
2 months ago

Principal Analyst Workforce & Service Performance

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Last checked: 11 hours agoStatus: Live

Job Summary

Lead advanced analytics and automation for Workforce Management and Quality Assurance across multiple teams. Translate business goals into analytical roadmaps, build forecasting and QA frameworks, and drive cross-functional impact with data, models, and experiments to improve performance metrics and customer outcomes.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Translate business goals and targets into WFM/QA analytical roadmaps, standards, and reference models adopted across teams.
  • •Produce playbooks for forecasting, capacity, intraday, and backlog management; build QA scorecards/calibration guides; define metrics/data; and set governance rules.
  • •Establish experimentation standards (A/B, quasi-experimental, test/control), scenario modeling, and business casing to advise senior leaders on trade-offs and prioritization.
  • •Define guardrails for ethical/secure data use and model risk management (validation, monitoring, drift).
  • •Lead intraday/variance analysis and event/outage modeling; define corrective actions and run controlled experiments.

Key Requirements

  • •8+ years in contact center operations with deep experience across WFM and QA; track record delivering enterprise-impact analyses and programs as an individual contributor.
  • •Expert proficiency with WFM platforms (e.g., NICE IEX, Verint, Calabrio, Playvox, Zendesk WFM) and QA platforms (Playvox, Maestro QA, Zendesk QA); strong system configuration and maintenance experience.
  • •Advanced Excel/Google Sheets and BI (Tableau/Power BI/Looker); SQL required; scripting/statistical modeling (Python/R) and version control (Git) a plus.
  • •Familiarity with contact center support systems (telephony, chat, email, CRM platforms, case management).
  • •Expert knowledge of Erlang C/queueing concepts, sampling and calibration methods, and core CX metrics (SL, ASA, AHT, adherence, occupancy, CSAT/NPS).
Experience:8+ yearsCustomer experienceSaaSContact centerAnalytics
Skills:CommunicationStakeholder managementProblem-solvingLeadershipInfluencing
Tech Stack:NICE IEXVerintCalabrioPlayvoxZendesk WFMMaestro QATableauPower BILookerSQLPythonRGitExcelGoogle Sheets

Company Brief

Zendesk
Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 4.0
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