Customer Support & Call Centre Operations Analyst

Key Responsibilities Zendesk Operations

• 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.

Workforce Management (WFM)

• 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.

Reporting, MIS & Analytics

• 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.

Contact Centre Performance Support

• 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.

Qualifications & Experience

• 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.

Technical Skills & Tools Used

• 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.

Core Competencies

• 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.