Whitefield Bengaluru Karnataka Sme process consulting, servicenow Jobs – 365 Open Jobs Today

Call Center Operations (Voice)
Zebulon Consulting —Bengaluru, Karnataka
- ₹10,00,000 - ₹12,00,000 a year
- Full-time
- Microsoft Excel
- Microsoft Office
- SQL
Quick apply
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Call Center Operations (Voice)

Zebulon Consulting
Bengaluru, Karnataka

Quick apply

Job details

Full-time
₹10,00,000 - ₹12,00,000 a year
5 days ago

Qualifications

Power BI
Microsoft Excel
Call centre
Information Systems
Microsoft Office
Tableau
SQL
Analysis skills
Bachelor's degree
Zendesk
Macros
Customer support
Root cause analysis
Workforce management
Cisco ASA
Communication skills
Analytics

Full job description

Job Summary

We are looking for an experienced Call Center Operations (Voice) professional to manage voice support operations, Workforce Management (WFM), Zendesk operations, MIS, and performance analytics within a multi-channel contact centre environment. The ideal candidate should have 3–5 years of experience in Call Centre Operations, Voice Process Operations, Workforce Management, Zendesk Administration, or Operations Analytics, with strong analytical skills and the ability to improve operational efficiency through data-driven decision-making.

This role is responsible for managing day-to-day voice operations, workforce planning, reporting, and operational performance while ensuring exceptional customer service across voice and digital support channels.

Key ResponsibilitiesVoice Operations & Zendesk Management

Manage day-to-day voice support operations and customer service delivery.
Act as the primary administrator and subject matter expert (SME) for Zendesk.
Manage ticket queues, ACD routing, workflows, automations, macros, business rules, and SLA configurations.
Administer user access, platform governance, and system configurations.
Drive workflow automation and continuous process improvements.
Manage integrations between Zendesk, telephony systems, CRM platforms, Workforce Management tools, and other business applications.
Maintain and enhance the Zendesk Help Centre, knowledge base, and internal documentation.

Workforce Management (WFM)

Manage forecasting, capacity planning, scheduling, real-time monitoring, and intraday operations.
Develop staffing plans to meet business demand and service level objectives.
Monitor adherence, occupancy, shrinkage, productivity, and forecast accuracy.
Provide workforce recommendations through scenario modelling and operational analysis.

Reporting, MIS & Analytics

Develop and maintain operational dashboards, scorecards, and executive reports.
Generate daily, weekly, monthly, and ad hoc operational reports.
Analyze contact volumes, queue performance, SLA compliance, productivity, and customer experience metrics.
Perform root cause analysis and provide actionable recommendations to improve operational performance.
Drive reporting automation while ensuring data accuracy and integrity.

Contact Centre Performance

Monitor and report on key operational KPIs, including:

Service Level
Average Speed of Answer (ASA)
Average Handle Time (AHT)
Adherence
Occupancy
Shrinkage
Customer Satisfaction (CSAT)
First Contact Resolution (FCR)
Productivity
Partner with Operations, Quality, and Training teams to improve customer experience and operational efficiency.

Requirements

Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or a related discipline.
3–5 years of experience in Call Centre Operations, Voice Process Operations, Workforce Management (WFM), MIS, Analytics, or Zendesk Administration.
Proven experience administering Zendesk in a customer support environment.
Experience supporting multi-channel and/or multi-site contact centre operations.
Strong understanding of contact centre operations, workforce management principles, and service delivery metrics.
Excellent analytical, problem-solving, and communication skills.
Ability to translate operational data into meaningful business insights.
Strong stakeholder management and cross-functional collaboration abilities.
Ability to manage multiple priorities in a fast-paced environment.

Technical Skills & Tools

Zendesk Administration
Zendesk Explore
Workforce Management (WFM)
Queue Management & Workflow Automation
SLA Management
Advanced Microsoft Excel
Power BI or Tableau
SQL
Contact Centre Platforms (Five9, Genesys Cloud, NICE CXone, or similar)
CRM Systems
Telephony Integrations
Microsoft Office Suite

What We Offer

Competitive salary of ₹10 LPA – ₹12 LPA.
Opportunity to work in a fast-paced global customer support environment.
Exposure to enterprise contact centre technologies and analytics platforms.
Career growth and continuous learning opportunities.
Collaborative, performance-driven, and technology-focused workplace.

Job Type: Full-time
Location: Bengaluru, Karnataka

Experience: 3–5 Years

Shift: 5:30 PM – 5:30 AM IST (Sunday + 1 Rotational Weekday)

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Work Location: In person

Quick apply

Refine Your Search

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