Customer Support & Call Centre Operations Analyst

Fortive Careers; India; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

Fortive Careers seeks a Zendesk Operations and WFM specialist to act as the primary administrator for Zendesk, manage queues, routing, and integrations, and drive automation for continuous improvement.

The role emphasizes dashboards, reporting, and KPI monitoring across SLA, CSAT, and AHT, with collaboration to elevate customer outcomes across multiple sites.

Qualifications

• 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 operations.
• 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 and telephony, CRM, WFM, and other systems.
• Oversee and maintain knowledge bases, Wikis, and Zendesk Help Centre content.

Skills

Analytical thinking

Communication

Stakeholder management

Data-driven decision making

Multitasking in fast-paced env

Education

Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or related discipline

Tools

Zendesk Admin

Zendesk Explore

Excel

Power BI/Tableau

SQL

Five9

Genesys Cloud

NICE CXone

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.