Customer Support & Call Centre Operations Analyst

Description
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

• 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.

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.

Required Experience:

IC

Employment Type : Full-Time
Experience: years
Vacancy: 1