Key Responsibilities Zendesk Operations
* Act as the primary administrator and SME for Zendesk.
* Manage ticket queues, ACD routing, workflows, automations, macros, and
business rules.
* Administer user access, platform governance, and system configurations.
* Drive workflow automation and continuous improvement initiatives.
* Manage integrations between Zendesk, telephony, CRM, WFM, and other business
systems.
* Oversee and maintain knowledge bases, Wikis, and Zendesk Help Centre
content.

Workforce Management (WFM)
* Manage forecasting, capacity planning, scheduling, intraday management, and
real-time monitoring.
* Develop staffing plans to meet business demand and service level targets.
* Monitor and analyse adherence, occupancy, shrinkage, productivity, and
forecast accuracy.
* Provide staffing recommendations and scenario modelling to support business
requirements.

Reporting, MIS & Analytics
* Develop and maintain operational dashboards, scorecards, and executive
reports.
* Produce regular and ad hoc reporting for operational and leadership teams.




* Analyse operational trends, including contact volumes, SLA performance, queue
health, productivity, and customer experience metrics.
* Conduct root cause analysis and provide actionable insights to improve
performance.
* Drive reporting automation and ensure data accuracy and integrity.

Contact Centre Performance Support
* Monitor and report on key contact centre KPIs, including:
* Service Level
* ASA
* AHT
* Adherence
* Occupancy
* Shrinkage
* CSAT
* FCR
* Productivity
* Partner with Operations, Quality, and Training teams to improve operational
performance and customer outcomes.

Qualifications & Experience
* Bachelor's degree in Business, Commerce, Engineering, Statistics, Information
Systems, or related discipline.
* 5+ years' experience in Contact Centre Operations, WFM, MIS, Analytics, or
Zendesk Administration.
* Proven experience administering Zendesk within a customer support
setting.
* Experience sup

📌 Customer Support (Bengaluru)
🏢 Fortive
📍 Bengaluru