Job Summary
We are looking for an experienced Senior Call Centre Operations Analyst to manage and optimize customer support operations within a multi-channel contact centre environment. The ideal candidate should have strong experience in Zendesk queue management, Workforce Management (WFM), reporting and MIS, Quality Assurance (QA), workflow automation, macros, system integrations, and contact centre operations.
This role will focus on improving customer support operations through effective Zendesk administration, workforce planning, performance tracking, reporting, quality monitoring, process automation, and integration management. The ideal candidate should be comfortable working in an IDC-centric customer support environment and collaborating with cross-functional teams to improve operational efficiency and service delivery.
Key ResponsibilitiesCustomer Support Operations & Zendesk
- Manage day-to-day customer support operations across voice and digital support channels.
- Manage Zendesk ticket queues, queue health, ticket prioritization, routing, and SLA performance.
- Configure and maintain Zendesk workflows, automations, macros, triggers, and business rules.
- Monitor ticket volumes, backlog, response times, resolution times, and overall queue performance.
- Manage Zendesk user access, platform configurations, and operational governance.
- Drive workflow automation and continuous improvement initiatives to improve support efficiency.
- Manage integrations between Zendesk, CRM, telephony, WFM, BI, and other business systems.
- Maintain and improve knowledge bases, Wikis, Zendesk Help Centre content, and internal support documentation.
Workforce Management (WFM)
- Support forecasting, capacity planning, scheduling, intraday management, and real-time monitoring.
- Develop staffing recommendations based on contact volumes, business demand, and service-level requirements.
- Monitor adherence, occupancy, shrinkage, productivity, and forecast accuracy.
- Analyze workforce performance and recommend improvements to optimize staffing and operational efficiency.
Quality Assurance & Performance Tracking
- Work closely with Quality and Operations teams to monitor customer support quality and performance.
- Track key contact centre and customer support KPIs.
- Analyze quality trends and identify gaps in processes, agent performance, and customer experience.
- Support quality improvement initiatives and recommend corrective and preventive actions.
- Monitor service delivery against defined SLAs and operational standards.
Reporting, MIS & Analytics
- Develop and maintain operational dashboards, scorecards, and management reports.
- Prepare daily, weekly, monthly, and ad hoc reports on customer support operations.
- Track contact volumes, queue performance, SLA compliance, productivity, customer satisfaction, and quality metrics.
- Perform root cause analysis to identify recurring operational issues and performance gaps.
- Translate operational data into actionable insights and recommendations.
- Drive reporting automation and ensure accuracy and integrity of operational data.
Integrations & Process Improvement
- Support integrations between Zendesk and telephony, CRM, WFM, BI, and other enterprise systems.
- Identify opportunities to automate repetitive support processes and reduce manual effort.
- Collaborate with IT, Technology, Operations, and business teams to resolve integration and system-related issues.
- Recommend process improvements to enhance 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 Customer Support Operations, Contact Centre Operations, WFM, MIS, QA, Analytics, or Zendesk Administration.
- Hands-on experience with Zendesk queue management and administration.
- Strong understanding of workflow automation, macros, triggers, business rules, and SLA management.
- Experience in Workforce Management and contact centre performance management.
- Experience in reporting, MIS, dashboards, and operational analytics.
- Understanding of Quality Assurance processes within customer support or contact centre environments.
- Experience working with Zendesk integrations involving CRM, telephony, WFM, or BI platforms.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, IDC-centric customer support environment.
- Strong stakeholder management and cross-functional collaboration skills.
Technical Skills & Tools
- Zendesk Administration
- Zendesk Explore
- Zendesk Queue Management
- Workflow Automation
- Macros, Triggers & Business Rules
- SLA Management
- Workforce Management (WFM)
- Quality Assurance (QA)
- Performance Tracking
- MIS & Operational Reporting
- Advanced Microsoft Excel
- Power BI / Tableau
- SQL
- CRM Systems
- Telephony & Contact Centre Platforms
- System Integrations
- Wiki & Knowledge Base Management
- Microsoft Office Suite
Key Contact Centre Metrics
- Service Level
- Average Speed of Answer (ASA)
- Average Handle Time (AHT)
- Adherence
- Occupancy
- Shrinkage
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Productivity
- SLA Performance
What We Offer
- Competitive salary of ₹10 LPA – ₹12 LPA
- Opportunity to work in a fast-paced global customer support environment.
- Exposure to Zendesk, WFM, QA, analytics, workflow automation, and enterprise support technologies.
- Career growth and continuous learning opportunities.
- Collaborative, performance-driven, and technology-focused workplace.
Job Type: Full-time
Location: Bengaluru, Karnataka
Experience: 3–5 Years
Pay: ₹1,000,000.00 - ₹1,200,000.00 per year
Application Question(s):
- Do you have 3–5 years of experience in Customer Support Operations, Contact Centre Operations, WFM, MIS, or Zendesk Administration?
- Are you willing to work from the Bengaluru office ?
- Do you have hands-on experience with Workforce Management (WFM), including forecasting, capacity planning, scheduling, and real-time monitoring?
- How many years of hands-on experience do you have in Customer Support Operations or Contact Centre Operations?
Work Location: In person
