Job Description
📋 Description Optimize core support platforms; manage configurations and workflows. Analyze operational data to identify trends and improve processes. Provide workforce analysis and forecasting for scheduling and capacity. Manage daily support workforce in real-time; adjust schedules. Collaborate with IT and BI for seamless platform integration. Document best practices and guide the team on workflows. 🎯 Requirements 2+ years in a data-focused analyst role (customer support preferred) Proactive, forward-thinking with curiosity about systems Data-driven; able to translate numbers into clear insights using Excel or Google Sheets Detail-oriented with a systematic approach to data Decisive and composed under pressure; quick data-driven decisions Hands-on with Zendesk and WFM (scheduling, planning, reporting) 🎁 Benefits Hybrid work: three days in the office Tue-Thu, with flexibility the rest of the week Competitive compensation package Health benefits Employee Share Purchase Plan ESPP with 15 discount Paid vacation, Docebo Days, floating holidays, birthday off Employee Resource Groups and global events
