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Customer Support & Call Centre Operations Analyst

Fluke
IND
Full-time
Mid · 5+ years experience
Hybrid
Discovered 1 weeks ago

Full Job Posting

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.

Qualifications

  • Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or related discipline.
  • Hands-on experience with queue management, workflow automation, macros, and SLA management.
  • Experience with contact centre platforms such as Five9, Genesys Cloud, NICE CXone, or similar solutions.

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