Customer Support, Call Centre Operations Analyst

Fortive

Customer Support & Call Centre Operations Analyst managing Zendesk operations and WFM tasks. Overseeing reporting and ensuring operational excellence in contact centre performance management.

Posted 7/9/2026full-time🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Zendesk Administration, including ticket management, workflow automation, and system configurations. Proficient in data analysis and reporting, with a strong understanding of contact centre operations and workforce management principles.

Highest-signal resume keywords

Zendesk AdministrationWorkflow AutomationContact Centre OperationsAdvanced ExcelSQL

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Zendesk AdministrationWorkflow AutomationQueue ManagementSLA ManagementData AnalysisForecastingCapacity PlanningScenario ModellingReporting AutomationRoot Cause Analysis

Soft Skills

Continuous ImprovementCollaborationAnalytical ThinkingProblem Solving

Tools & Technologies

Zendesk ExplorePower BITableauFive9Genesys CloudNICE CXone

Industry Keywords

Contact Centre OperationsWorkforce Management PrinciplesOperational DashboardsService Level TargetsCustomer Experience Metrics

Tech Stack

Tools & technologies

CloudSQLTableau

About the role

Key responsibilities & impact

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.
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.
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.
Partner with Operations, Quality, and Training teams to improve operational performance and customer outcomes.

Requirements

What you’ll need

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

Benefits

Comp & perks

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.