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 workplace.
Experience supporting multi-channel and/or multi-site contact centre o

📌 Customer Support (India)
🏢 ServiceChannel
📍 India