Job Overview The principal analyst sets standards and leads advanced analytics and automation across Workforce Management (WFM) and Quality Assurance (QA) for multiple teams within the Zendesk organization. They solve unique, complex, and ambiguous problems with broad business impact, driving change through data, models, experiments, and frameworks. The role operates with high autonomy, determining methods and procedures on new or special assignments and shaping WSP direction through recommendations, standards, and measurable outcomes. Key Responsibilities Strategy Shaping & Standards Translate business goals into WFM/QA analytical roadmaps, standards, and reference models adopted across teams. Produce playbooks for forecasting, capacity, intraday, and backlog management; build QA scorecards and calibration guides; define metrics/data; and set governance rules. Establish experimentation standards (A/B, quasi-experimental, test/control) and advise senior leaders on trade-offs and prioritization. Define guardrails for ethical/secure data use and model risk management (validation, monitoring, drift). Advanced Workforce Management Build trend-based forecasts for each channel over different timeframes and confirm reliability with scenario and risk simulations. Create capacity and hiring plans incorporating seasonality, marketing campaigns, sales projections, policy/product changes, and attrition; quantify impacts of AHT, shrinkage, adherence, and occupancy. Recommend scheduling strategies that balance SLA/ASA, cost, and agent experience; quantify impacts. Lead intraday/variance analysis and event/outage modeling; define corrective actions and run controlled experiments. Quality Management Analytics Design and maintain QA frameworks, sampling plans, calibration routines, and reliability checks to ensure fair, consistent measurement. Integrate speech/text analytics and VoC/CSAT/NPS to detect defects and behavior gaps; quantify impact and drive closed‑loop action via coaching, enablement, or process/product changes. Validate automated QA/tag accuracy; monitor impact on customer satisfaction, first‑contact resolution, repeat contacts, defects, and resolution time. Insight, Automation, & Tooling Build executive‑ready dashboards and narratives linking operational drivers to business outcomes. Define data models and metric definitions for WFM/QA; ensure data quality and lineage. Lead adoption of automation and AI‑assisted analytics to reduce manual effort and accelerate time‑to‑insight; partner with IT/Product/vendors on evaluation, configuration, integrations, and monitoring. Cross‑functional Influence & Program Execution Create formal networks and facilitate recurring forums (forecast reviews, calibrations, performance deep dives) across Operations, Sales, Success, Enablement, Finance, and Product/IT. Lead complex cross‑functional workstreams and pilots end to end (charter, plan, risks, measurement, change management); document decisions and trade‑offs. Serve as a WFM/QA Center‑of‑Excellence voice, mentoring peers and uplifting analytic capabilities without direct people management. Risk, Compliance, & Change Management Ensure compliance and privacy in QA programs and data usage; anticipate risks and build mitigations. Anticipate risks (model drift, data quality, operational resiliency) and implement mitigations; maintain audit‑ready documentation. Plan and execute change management for new processes and tools; measure adoption and effectiveness and iterate. Key Outcomes and Measures Forecast accuracy and staffing efficiency (AHT, Forecast accuracy, staffing efficiency, schedule efficiency index). SLA/ASA/abandon attainment across channels with optimized cost per resolved contact. QA performance: calibration health, pass rates, precision/recall of automated QA. Customer outcomes: CSAT/NPS, FCR, recontact/complaint rates, end‑to‑end resolution time. Insight and automation: time‑to‑insight, automation coverage and hours saved, measurable savings and ROI from process/tool improvements. Adoption of standards, data governance, and operating rhythms across business units. Competencies Strategic and systems thinking; conceptual and innovative problem solving in ambiguous environments. Analytical rigor; statistical literacy; data governance and quality mindset. Experimental design and inference; translating analysis to action with measurable results. Stakeholder management and cross‑functional collaboration; leads through influence and formal networks. Project/program leadership, prioritization, and autonomy; documentation discipline and change enablement. Executive communication and storytelling with data; negotiates trade‑offs; mentors without direct authority. Ethical AI and automation awareness; risk anticipation and mitigation. Qualifications 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 WEM/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 queueing concepts, sampling and calibration methods, and core CX metrics (SL, ASA, AHT, adherence, occupancy, CSAT/NPS). Experience with experimentation (A/B, quasi‑experimental), scenario analysis, and business casing; able to convert analysis into action with measurable results. Strong program/project execution skills (Agile/Kanban familiarity, RAID/RACI, OKRs); change management exposure (adoption measurement). Executive communication; able to influence Sr Manager+ stakeholders and negotiate trade‑offs; vendor evaluation and partnership management experience. Preferred Six Sigma/Lean exposure. Project/change management experience or certification (e.g., PMP, Agile, Prosci/ADKAR). Hands‑on experience with AI/automation initiatives in support operations. Experience in B2B support within the technology industry. Work Model & Location Hybrid or remote with periodic travel as needed for workshops, calibrations, or program rollouts. Physical location required in Mexico City (CDMX) or Mexico State (Estado de Mexico). The role acts independently on new or special assignments; no direct people management or organizational budget ownership. Equal Employment Opportunity Zendesk is an equal opportunity employer and we are proud of our commitment to diversity, equity, and inclusion. We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by law. We are an AA/EEO/Veterans/Disabled employer. If you are an applicant with a disability and require reasonable accommodation, please contact . #J-18808-Ljbffr