Customer Support & Call Centre Operations Analyst
Core
Administer Zendesk operations, manage workforce planning and scheduling, and drive analytics to optimize contact center performance and customer experience.
Role type
Senior Contact Center Operations & Workforce Management Analyst
Builds
Optimized contact center workflows, staffing plans, and performance dashboards
Domain
Customer Support / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Zendesk Administration, Workforce Management (WFM), Data Analytics, SQL, Power BI/Tableau, Excel, Contact Center KPIs, Workflow Automation
Preferred skills
Experience with Five9, Genesys Cloud, NICE CXone, Multi-channel support, Root cause analysis
Technologies
Zendesk, Zendesk Explore, Five9, Genesys Cloud, NICE CXone, SQL, Power BI, Tableau, Excel
Responsibilities
Administer Zendesk platform including queues, routing, automations, and integrations; Manage forecasting, capacity planning, and scheduling; Develop operational dashboards and executive reports; Analyze contact center KPIs and drive continuous improvement initiatives.
Seniority
Senior, hands-on IC