Job Summary

We are looking for an experienced Senior Customer Operations Analyst to manage customer support operations, Zendesk queue management, Workforce Management (WFM), quality assurance, reporting, workflow automation, and system integrations within a multi-channel contact centre environment. The ideal candidate should have robust experience in customer support operations and contact centre processes, with the ability to improve operational efficiency through data-driven insights and process optimization.

This role is responsible for optimizing customer support workflows, managing Zendesk operations, monitoring performance, supporting workforce planning, maintaining quality standards, and ensuring seamless integration between support and business systems.

Key ResponsibilitiesCustomer Support Operations & Zendesk Management
- Manage day-to-day customer support operations and ensure efficient service delivery.
- Manage Zendesk ticket queues, routing, prioritization, and SLA adherence.
- Configure and maintain workflows, automations, macros, triggers, and business rules.




- Monitor queue health, ticket volumes, backlog, response times, and resolution performance.
- Administer user access, platform configurations, and support processes.
- Drive workflow automation and continuous process improvement initiatives.
- Manage and support integrations between Zendesk, CRM, telephony, WFM, and other business systems.

Workforce Management (WFM)
- Support forecasting, capacity planning, scheduling, and real-time workforce monitoring.
- Monitor staffing levels and ensure adequate coverage based on business demand.
- Track adherence, occupancy, productivity, shrinkage, and service levels.
- Provide workforce insights and recommendations to improve operational efficiency.

Quality Assurance & Performance Monitoring
- Partner with Quality teams to monitor customer interactions and support quality.
- Track key performance indicators and identify areas for improvement.
- Revie

📌 Senior Customer Operations Analyst (Bengaluru)
🏢 Zebulon Consulting
📍 Bengaluru