Customer Support & Call Centre Operations Analyst
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Job Description
Structured overview of role & requirementsAbout This Role
Manage and administer Zendesk platform, including ticket queues, routing, automations, and integrations with telephony, CRM, and WFM systems.
Oversee workforce management tasks such as forecasting, capacity planning, scheduling, real-time monitoring, and staffing plan development to meet service level targets.
Develop and maintain reporting dashboards, analyze operational trends and KPIs (Service Level, ASA, AHT, CSAT, etc.), and provide actionable insights to improve contact centre performance.
Minimum Requirements
Bachelor's degree in Business, Commerce, Engineering, Statistics, Information Systems, or related discipline.
Minimum 5 years of experience in Contact Centre Operations, Workforce Management, MIS, Analytics, or Zendesk Administration.
Proven experience as Zendesk Administrator within a customer support environment, including workflow automation and SLA management.
Advanced proficiency in Excel, Power BI/Tableau, SQL, and experience with contact centre platforms such as Five9, Genesys Cloud, NICE CXone, or similar.
Ideal Candidate Profile
Experienced operator with strong expertise in Zendesk administration and workforce management in multi-channel or multi-site contact centre environments.
Data-driven professional skilled at translating complex data into actionable business insights and driving continuous operational improvements.
Capable of managing integrations between multiple business systems and collaborating with cross-functional teams like Operations, Quality, and Training to improve performance and customer outcomes.