Analyst, Workforce Management

About Zscaler

Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location.

Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re 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 value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and 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 you’ll 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 feedback—knowing 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 We’re 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-RG

 #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:

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.