Customer Support & Call Centre Operations Analyst

Fortive
Apply Now ↗
📍 IndiaFull time

About this role

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 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. 
Contact Centre Performance Support
  • Monitor and report on key contact centre KPIs, including: 
    • Service Level 
    • ASA 
    • AHT 
    • Adherence 
    • Occupancy 
    • Shrinkage 
    • CSAT 
    • FCR 
    • Productivity 
  • Partner with Operations, Quality, and Training teams to improve operational performance and customer outcomes. 
 
Qualifications & Experience
  • 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. 
 
Technical Skills & Tools Used
  • 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. 
 
Core Competencies
  • 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.

 

Frequently Asked Questions

Is the salary disclosed for the Customer Support & Call Centre Operations Analyst position at Fortive?
The salary for this Customer Support & Call Centre Operations Analyst role at Fortive is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Customer Support & Call Centre Operations Analyst position at Fortive located?
This Customer Support & Call Centre Operations Analyst role at Fortive is based in India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Customer Support & Call Centre Operations Analyst role at Fortive full-time or part-time?
This is listed as a Full time position. It is posted as a Customer Support & Call Centre Operations Analyst role at Fortive.
How do I apply for the Customer Support & Call Centre Operations Analyst position at Fortive?
Click the "Apply Now" button on this page. You will be redirected to Fortive's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Customer Support & Call Centre Operations Analyst job at Fortive posted?
This Customer Support & Call Centre Operations Analyst position at Fortive was posted on Jul 9, 2026. Apply as soon as possible — early applications are often reviewed first.
Customer Support & Call Centre Operations Analyst
Fortive
Apply for this role ↗

You'll be redirected to Fortive's official application page on oraclecloud.