Job Summary
We are looking for an experienced Workforce Management & MIS Analyst (Zendesk Operations) to manage Zendesk operations, workforce management (WFM), MIS reporting, and operational analytics within a multi-channel customer support environment. The ideal candidate should have 3–5 years of experience in Workforce Management, Contact Centre Operations, Zendesk Administration, or Operations Analytics, with strong analytical skills and hands-on experience managing support operations.
This role is responsible for Zendesk queue management, workforce forecasting, scheduling, real-time monitoring, workflow automation, reporting, SLA management, and performance analytics to ensure operational excellence and exceptional customer service across voice and digital support channels.
Key Responsibilities
Zendesk Operations
- Act as the primary administrator and subject matter expert (SME) for Zendesk.
- Manage ticket queues, workflows, automations, macros, business rules, triggers, and SLA configurations.
- Monitor queue health and ensure timely ticket assignment and resolution.
- Administer user access, platform governance, and Zendesk system configurations.
- Drive workflow automation and continuous process improvement initiatives.
- Maintain the Zendesk Help Centre, knowledge base, and internal documentation.
- Coordinate Zendesk integrations with CRM, telephony, and reporting platforms.
Workforce Management (WFM)
- Manage workforce forecasting, capacity planning, scheduling, and real-time monitoring.
- Develop staffing plans to meet business demand and service level objectives.
- Monitor adherence, occupancy, shrinkage, productivity, and forecast accuracy.
- Perform intraday workforce analysis and recommend staffing adjustments.
- Support workforce planning through operational forecasting and scenario modelling.
MIS Reporting & Analytics
- Develop and maintain operational dashboards, MIS reports, and executive scorecards.
- Generate daily, weekly, monthly, and ad hoc reports.
- Analyze ticket volumes, queue performance, SLA compliance, productivity, and workforce utilization.
- Perform root cause analysis and recommend operational improvements.
- Drive reporting automation while ensuring data accuracy and integrity.
Operational 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 Workforce Management (WFM), Zendesk Administration, Contact Centre Operations, MIS Reporting, or Operations Analytics.
- Hands-on experience managing Zendesk ticket queues, workflows, automations, macros, triggers, and SLA management.
- Strong knowledge of workforce forecasting, scheduling, capacity planning, and real-time monitoring.
- Experience supporting multi-channel customer support or contact centre operations.
- Excellent analytical, reporting, and problem-solving skills.
- Strong communication and stakeholder management abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Preferred Technical Skills
- Zendesk Administration
- Zendesk Explore
- Workforce Management (WFM)
- Queue Management
- Workflow Automation
- Macros & Business Rules
- SLA Management
- MIS Reporting
- Advanced Microsoft Excel
- Power BI / Tableau
- SQL
- Dashboard Development
- Contact Centre Reporting
- CRM Systems
- Telephony Integrations
Preferred Experience
Candidates with experience in the following roles are encouraged to apply:
- Workforce Management & MIS Analyst
- Zendesk Operations Analyst
- Zendesk Administrator
- WFM Reporting Analyst
- WFM Analyst
- Senior WFM Analyst
- Operations Reporting Analyst
- Workforce Planning Analyst
- Business Analyst – WFM
- Real-Time Analyst (RTA)
What We Offer
- Competitive salary of ₹10 LPA – ₹12 LPA
- Opportunity to work in a fast-paced global customer support environment.
- Exposure to enterprise Zendesk, WFM, and analytics platforms.
- Professional growth and continuous learning opportunities.
- Collaborative and technology-driven work environment.
Job Type: Full-time
Work 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
Application Question(s):
- . How many years of experience do you have in Workforce Management (WFM), Contact Centre Operations, Zendesk Administration, or MIS Reporting?
- Do you have hands-on experience administering Zendesk, including queue management, workflows, automations, macros, triggers, and SLA configurations?
- How many years of hands-on experience do you have with Zendesk Administration?
- Do you have experience in Workforce Management (WFM), including forecasting, capacity planning, scheduling, real-time monitoring, and intraday management?
- Have you worked in a multi-channel customer support or contact centre environment (Voice, Email, Chat, Ticketing)?
- Are you willing to work from our Bengaluru office?
- Are you comfortable working the night shift ?
Work Location: In person
