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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Zendesk Administration, including ticket management, workflow automation, and system integrations. Proficient in data analysis and reporting, with a strong focus on improving contact centre operations and customer outcomes.
Highest-signal resume keywords
Zendesk AdministrationWorkflow AutomationData AnalysisContact Centre OperationsAdvanced Excel
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Zendesk AdministrationWorkflow AutomationQueue ManagementSLA ManagementData AnalysisForecastingCapacity PlanningSQLPower BITableau
Soft Skills
Analytical SkillsProblem-Solving SkillsCommunication SkillsStakeholder ManagementAttention to Detail
Tools & Technologies
Zendesk ExploreFive9Genesys CloudNICE CXoneCRM Platforms
Industry Keywords
Contact Centre OperationsWorkforce ManagementBusiness InsightsContinuous ImprovementKPI Monitoring
Tech Stack
Tools & technologiesCloudSQLTableau
About the role
Key responsibilities & impact- Act as the primary administrator and subject matter expert 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
- 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
- Monitor and report on contact centre KPIs including Service Level, ASA, AHT, Adherence, Occupancy, Shrinkage, CSAT, FCR, and Productivity
- 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
- 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
- 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
- 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