Customer Support & Call Centre Operations Analyst
Job Location:
Monthly Salary:
Posted on:
3 days ago
Posted on:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
Description
Key Responsibilities Zendesk Operations Qualifications & Experience Technical Skills & Tools Used Core Competencies
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.
- 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.
- Bachelors 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.
Required Experience:
IC
About Company
Fortive Corporation Overview Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product d ... View more
