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 environment.
- 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.