Analyst, Workforce Management (Forecaster/Planner)

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. The primary objective is to drive operational efficiency by translating complex historical data into actionable strategies. This ensures that service level agreements (SLAs) are met without over-investing in idle resources. What you’ll do (Role Expectations) Deliver precise demand forecasting to align operational capacity with business needs Develop and maintain capacity modeling to ensure optimal resource allocation Execute trend analysis and contingency planning to proactively mitigate service risks Partner with stakeholders to drive continuous improvement and operational excellence Optimize operational performance to balance service delivery with cost efficiency Who You Are (Success Profile) You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. You adapt to what’s needed, navigating seamlessly between high-level strategy and hands-on execution. You are a problem-solver. You seek out challenges because you are energized by finding solutions, knowing that solving the hard problems delivers the biggest impact. 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 learner. You have a true growth mindset and never stop developing yourself, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose. 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. What We’re Looking for (Minimum Qualifications) Minimum 4–5 years of Workforce Management experience, including at least 2 years of proven expertise in forecasting & capacity planning Proficiency with WFM tools such as Genesys, NICE, or Aspect, or equivalent statistical software Strong understanding of quantitative methods including moving averages, exponential smoothing, and regression analysis Professional experience in workforce management, supply chain, or operations management Advanced skills in Microsoft Excel and data visualization tools like Tableau or Power BI What Will Make You Stand Out (Preferred Qualifications) Bachelor’s degree in Statistics, Business, Information Technology, or Operations Management Proactive and detail-oriented approach to identifying and solving complex capacity constraints Ability to synthesize complex data into clear recommendations for executive leadership #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 Zscaler’s 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.