Job Description
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. Solves unique, complex, and ambiguous problems with broad business impact, driving change through data, models, experiments, and frameworks. 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 and business 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).
- 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 of AHT, shrinkage, adherence, and occupancy.
- 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 an

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