Customer Support & Call Centre Operations Analyst

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...