Senior Workforce & Service Performance Analyst

Zendesk Group is seeking a skilled professional in Ciudad de México with over 8 years of experience in contact center operations and expertise in workforce management (WFM) and quality assurance (QA). The candidate will be responsible for building forecasts, creating capacity plans, and recommending scheduling strategies to enhance service levels. Proficiency in WEM/WFM platforms and advanced skills in data analysis tools are crucial. The position requires strong project management skills and the ability to influence senior stakeholders.
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