Job Summary

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 effective 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.
- Review customer support processes and recommend corrective and preventive actions.
- Support quality improvement initiatives and ensure compliance with defined service standards.

Reporting & MIS
- Develop and maintain operational dashboards, scorecards, and performance reports.
- Generate daily, weekly, monthly, and ad hoc reports for management.
- Analyze ticket volumes, queue performance, SLA compliance, productivity, and customer experience metrics.
- Conduct root cause analysis and provide actionable

📌 Customer Support (Bengaluru)
🏢 Zebulon Consulting
📍 Bengaluru