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