Administers Zendesk and related integrations, manages contact centre workflows, workforce planning, forecasting, scheduling, and real-time monitoring. Develops dashboards, reports, and analytics covering service levels, productivity, customer experience, and operational performance. Partners with Operations, Quality, and Training teams to identify root causes, automate reporting, improve workflows, and deliver staffing and performance recommendations.
Key Responsibilities Zendesk Operations
Qualifications & Experience
Technical Skills & Tools Used
Core Competencies
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
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