Customer Support & Call Centre Operations Analyst

ServiceChannel; India; On-site; INR 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

Long-term Disability

HSA

401(k) retirement plan

Job summary

Fortive seeks an experienced Zendesk Operations professional to serve as the primary Zendesk administrator and SME, overseeing queues, automations, governance, and integrations with telephony and CRM systems. The role also covers workforce management, forecasting, scheduling, and real-time monitoring to meet service targets, plus MIS/reporting responsibilities.

You will build dashboards, analyze trends, and provide actionable insights to improve customer outcomes.

Qualifications

• 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.

Responsibilities

• Act as the primary administrator and SME for Zendesk, including queues, workflows, macros, and business rules.
• Drive workflow automation, continuous improvement, and platform governance.
• Manage integrations between Zendesk and telephony, CRM, WFM, and other systems.
• Oversee knowledge bases, Wikis, and Zendesk Help Centre content.
• Handle forecasting, capacity planning, scheduling, intraday management, and real-time monitoring.
• Develop staffing plans and provide scenario modelling to meet service levels.
• Develop and maintain operational dashboards, scorecards, and executive reports.
• Analyze trends in contact volumes, SLA performance, queue health, and CSAT; drive insights and improvements.
• Monitor KPIs (Service Level, ASA, AHT, Adherence, Occupancy, Shrinkage, CSAT, FCR, Productivity) and partner with Ops, Quality, and Training teams.

Skills

Zendesk Administration

Zendesk Explore

Queue management

Workflow automation

SLA management

Data analysis

Excel

Power BI

SQL

Multi-channel contact centres

Stakeholder management

Communication skills

Education

Bachelor's degree in Business/Commerce/Engineering/Statistics/IS

Tools

Zendesk

Zendesk Explore

Five9

Genesys Cloud

NICE CXone

Excel

Power BI

Tableau

SQL

Job 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

• 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.

Benefits & Equal Opportunity Employment

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan.

We are an Equal Opportunity Employer. Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive and all Fortive Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].