Principal Analyst Workforce & Service Performance

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...