Analyst, Workforce Management
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Job Location:
Monthly Salary:
Posted on:
10 hours ago
Vacancies:
1 Vacancy
Job Summary
About Zscaler
Zscaler is a pioneer and global leader in zero trust security. The worlds largest businesses critical infrastructure organizations and government agencies rely on Zscaler to secure users branches applications data & devices and to accelerate digital transformation initiatives. Distributed across more than 160 data centers globally the Zscaler Zero Trust Exchange platform combined with advanced AI combats billions of cyber threats and policy violations every day and unlocks productivity gains for modern enterprises by reducing costs and complexity.
Here impact in your role matters more than title and trust is built on results. We believe in transparency and value constructive honest debatewere focused on getting to the best ideas faster. We build high-performing teams that can make an impact quickly and with high quality. To do this we are building a culture of execution centered on customer obsession collaboration ownership and accountability.
We champion an AI Forward People First philosophy to help us accelerate and innovate empowering our people to embrace their potential. If youre driven by purpose thrive on solving complex challenges and want to make a positive difference on a global scale we invite you to bring your talents to Zscaler to help shape the future of cybersecurity.
Role
We are looking for an Analyst Workforce Management to join our team. This is a hybrid role based in Zscaler office location in Bangalore reporting to the Director Workforce Management in the Workforce Management Department. You will act as the mission control of our operations monitoring live data to ensure Service Level Agreements (SLAs) are met while focusing on short-to-medium-term planning to ensure the right number of people are assigned to work at the right times.
What youll do (Role Expectations)
- Continuously track call volumes agent status (breaks lunches available time) and queue lengths through real-time monitoring
- Manage adherence using WFM tools like NICE Genesys or Verint to ensure agents follow scheduled shifts and activities while making intraday adjustments like rescheduling offline activities or requesting overtime based on live demand
- Develop weekly or monthly staff rosters based on volume forecasts provided by the Planning team
- Optimize staffing by balancing employee preferences and labor laws with business requirements to minimize under- or over-staffing
- Review historical data to perform trend analysis and improve future scheduling accuracy and shift patterns
Who You Are (Success Profile)
- You are a high-trust collaborator. You are ambitious for the team not just yourself. You embrace our challenge culture by giving and receiving ongoing feedbackknowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.
- You are a positive force. You approach hard problems with constructive energy and a can-do spirit that is contagious inspiring your team to stay focused on the solution.
- You are data-driven. You use data and analytics to find the truth measure what matters and guide informed decisions. You value evidence over assumptions replacing I think with I know to drive better outcomes.
- You think at scale. You connect your day-to-day work to the larger company mission and think globally. You build solutions processes and teams that are not just effective today but are built to last and support a high-growth global organization.
- You are driven by innovation. You have a deep curiosity for how things work and are energized by solving complex technical challenges. You believe in the power of technology to accelerate transformation and are always looking for a better more secure and scalable way.
What Were Looking for (Minimum Qualifications)
- Advanced analytical skills with the ability to interpret complex data and make rapid data-driven decisions
- Proficiency with WFM platforms such as NICE IEX Verint Genesys or Avaya
- Strong verbal and written communication skills for coordinating with Operations Managers and alerting teams to performance gaps
- Proven ability to stay calm and remain effective in fast-paced environments during high-volume spikes
What Will Make You Stand Out (Preferred Qualifications)
- Prior industry experience in workforce management (WFM) supply chain or operations management
- A proactive detail-oriented approach to identifying and solving capacity constraints
#LI-HG1
#LI-Hybrid
At Zscaler we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure.
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
- Time off plans for vacation and sick time
- Parental leave options
- Retirement options
- Education reimbursement
- In-office perks and more!
Learn more about Zscalers Future of Work strategy hybrid working model and benefits here.
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 committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered 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 characteristic 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.
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.
Required Experience:
IC
Key Skills
- Active Directory
- Customer Service
- End user
- Access Points
- Deskside Support
- Windows
- SCCM
- Troubleshoot
- User Accounts
- Desktop
- PC
- Backup
- Setup
- hardware
- Technical Support
About Company
Zscaler, the zero trust cybersecurity leader, accelerates digital transformation with fast, secure connections between users, devices and apps over any network.
