Principal Analyst, Workforce & Service Performance

Zendesk

Principal Analyst managing advanced analytics and automation for Workforce Management and Quality Assurance at Zendesk. Requires 8+ years experience in contact center operations based in Mexico City.

Posted 5/7/2026full-timeMexico City • 🇲🇽 MexicoLeadWebsite

Tech Stack

Tools & technologies

ErlangPythonSQLTableau

About the role

Key responsibilities & impact

The principal analyst sets standards and leads advanced analytics and automation across Workforce Management (WFM) and Quality Assurance (QA).
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.
Translate business goals and targets into WFM/QA analytical roadmaps, standards, and reference models adopted across teams.
Establish experimentation standards, scenario modeling, and business casing to advise senior leaders on trade-offs and prioritization.
Create capacity and hiring plans incorporating seasonality, marketing campaigns, sales projections, policy/product changes, and attrition.

Requirements

What you’ll need

8+ years in contact center operations with deep experience across WFM and QA
Expert proficiency with WEM/WFM platforms (e.g., NICE IEX, Verint, Calabrio, Playvox, Zendesk WFM)
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 (e.g., telephony, chat, email, CRM platforms, case management)
Expert knowledge of Erlang C/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.

Benefits

Comp & perks

Flexible work arrangements
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

advanced analyticsautomationWFMQAExcelGoogle SheetsSQLPythonRErlang C

Soft Skills

problem solvingautonomycommunicationinfluencenegotiationprogram executionproject executionchange managementleadershipcollaboration