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.
• Experien

📌 Customer Support (India)
🏢 ServiceChannel
📍 India