Description

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 supporting multi-channel and/or multi-site contact centre operations.

Technical Skills & Tools Used

- Strong experience with Zendesk Administration and Zendesk Explore.

- Hands-on experience with queue management, workflow automation, macros, and SLA management.

- Strong knowledge of contact centre operations and workforce management principles.

- Advanced proficiency in Excel, Power BI/Tableau, and SQL.

- Experience with contact centre platforms such as Five9, Genesys Cloud, NICE CXone, or similar solutions.

- Experience integrating Zendesk with telephony, CRM, and BI platforms.

Core Competencies

- Strong analytical and problem-solving skills.

- Excellent communication and stakeholder management capabilities.

- Ability to translate data into actionable business insights.

- Strong attention to detail and commitment to continuous improvement.

- Ability to manage multiple priorities in a fast-paced environment.

📌 Customer Support & Call Centre Operations Analyst (Bengaluru)
🏢 Fortive
📍 Bengaluru