Senior Analyst, Workforce Management;

About Zscaler

Serving thousands of enterprise customers around the world including 40% of Fortune 500 companies, Zscaler (NASDAQ: ZS) was founded in 2007 with a mission to make the cloud a safe place to do business and a more enjoyable experience for enterprise users. As the operator of the world’s largest security cloud, Zscaler accelerates digital transformation so enterprises can be more agile, efficient, resilient, and secure. The pioneering, AI-powered Zscaler Zero Trust Exchange™ platform protects thousands of enterprise customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. 

Named a Best Workplace in Technology by Fortune and others, Zscaler fosters an inclusive and supportive culture that is home to some of the brightest minds in the industry. If you thrive in an environment that is fast-paced and collaborative, and you are passionate about building and innovating for the greater good, come make your next move with Zscaler. 

Our Customer Success Strategy & Operations team uses valuable data and market research to help our customers succeed and lead value. This role is positioned within Strategy and Operations, Customer Success and is an exciting opportunity to help build the Workforce Management and Capacity Planning functions for Support Delivery at Zscaler. You will work with senior leadership to influence staffing decisions and create the customer experience across channels

We're looking for an experienced Senior Analyst, Workforce Management to join our Customer Success team. Reporting to the Sr. Manager, GCS Strategy and Operations, you'll be responsible for:

• Work with Customer Success Leaders and Managers to support our staffing strategy and translate it into a schedule.
• Prepare and publish schedules for global support staff. Responsible for resource productivity schedules.
• Plan off-line time for meetings and training.
• Maintain daily service level and productivity goals; adjust schedules to achieve support organisation goals. Ensure schedules are published promptly.
• Report, to Customer Success management, adherence to published schedules.
• Evaluate case interaction volume forecasts and plans for special impact of responses to product launches, cyber threats, public announcements.
• Develop and create daily and monthly reports; analyse case trends and make staffing recommendations to management.
• Meet with the management team to assess our needs and scheduling requirements.

What We're Looking for (Minimum Qualifications)

• Bachelor's degree in a technical field or equivalent practical experience
• ACD experience and the ability to create schedules and staffing models.
• Familiarity with WFM platforms Genesys Cloud WEM Preferred

What Will Make You Stand Out (Preferred Qualifications)

• Mathematical aptitude.
• Analytical ability.
• Advanced Excel skills.

At Zscaler, we believe that diversity drives innovation, productivity, and success. We are looking for individuals from all backgrounds and identities to join our team and contribute to our mission to make doing business seamless and secure. We are guided by these principles as we create a representative and impactful team, and a culture where everyone belongs. For more information on our commitments to Diversity, Equity, Inclusion, and Belonging, visit the Corporate Responsibility page of our website.

Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including:

• Various health plans
• A flexible time off policy
• Parental leave options
• Retirement options
• Education reimbursement
• In-office perks, and more!

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By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines.

Zscaler is proud to be an equal opportunity and affirmative action employer. We celebrate diversity and are committed to creating an inclusive environment for all of our employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status or any other characteristics protected by federal, state, or local laws.

See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link.

Pay Transparency

Zscaler complies with all applicable federal, state, and local pay transparency rules. For additional information about the federal requirements, click here.

Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.