Job Description

Zendesk is looking for a Workforce Engagement Management (WEM) Specialist capable of supporting multiple operational teams globally. As a cross functional role, you will need to develop an understanding of the Zendesk Workforce Management (WFM) and Quality Assurance (QA) support tools as well as data to support the CX business performance goals and objectives.

In this role, you will be responsible for learning and understanding multiple operational solutions within Zendesk. You will be responsible for ensuring all established processes are being followed to support the overall customer experience. The ideal person for this role is familiar with WFM and QA principles, has great problem-solving abilities, and is able to effectively communicate and collaborate with diverse teams across the organization, This person must have a keen eye for detail and have the ability to provide insight analysis through the use of the Zendesk WEM tools.

Join us as we strive to streamline our workforce experiences, improve the quality of our services, and make a positive impact on our organization and customers alike.

Responsibilities

• Identify behavior opportunities through within the Zendesk WEM tools

• Ability to complete evaluations of customer, product, and agent-specific tickets

• Ensure alignment between WEM metrics and organizational priorities

• Demonstrate strong focus on customer experience

• Leverage multiple data sources to deliver insights related to QA and/or WFM

• Maintain employee schedules within the WFM application on a daily/weekly basis.

• Provide operational improvements and recommendations based on data insights and use cases

• Maintain and update regional reports related to global QA and/or WFM data

• User of all Zendesk WEM related tools and resources

• Process development and testing for new system features within Zendesk WEM tools

• Develops and maintains positive, collaborative and effective relationships to assess needs and deliver timely information to all levels of the organization

• Identify and contribute to documentation opportunities to help align processes within the business

• Ability to keep up-to-date with product changes and new features

Requirements

• 2+ years of experience within an operational area and knowledge of operational support systems (i.e. phone systems, chat & email support, case management, billing or tracking systems)

• Solid skills with using Google Docs and/or Excel

• Experience with scheduling and forecasting applications (NICE, Verint, Playvox, Tymeshift, etc.)

• Experience with quality assurance applications (Klaus, Maestro QA, Playvox, NICE, etc.)

• Effective, clear, and concise communication skills, verbal and written

• Strong attention to detail with the ability to balance competing priorities, prioritize tasks effectively

• Work experience in using quantitative skills to drive meaningful insights and actionable business results from large volumes of data

• The ability to drive and own conversations in support of the overall CX goals

• Exceptional problem solving skills and demonstrated ability to structure complex questions and propose innovative solutions

• High-energy, team-first, positive attitude

• Amenable to work on shifting schedule and in a hybrid set up.

#LI-ML12

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.