Job Summary
We are looking for an experienced Client Support & Call Centre Operations Analyst to manage Zendesk Operations, Workforce Management (WFM), MIS, and Analytics within a multi-channel contact centre environment. The ideal candidate should have 3–5 years of experience in Contact Centre Operations, Workforce Management, Zendesk Administration, or Operations Analytics, with strong analytical skills and the ability to drive operational efficiency through data-driven insights.
This role is responsible for optimizing support operations, workforce planning, reporting, and performance analytics while ensuring exceptional service delivery across voice and digital customer support channels.
Key Responsibilities Zendesk Operations
- 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 Contact Centre 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 based on experience.
- 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
