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 c

📌 Principal Analyst Workforce (Estado de México)
🏢 Zendesk
📍 Estado de México