Fortive is a global industrial technology company developing solutions for healthcare, industrial operations, logistics, and precision applications. Its portfolio is designed to help organizations address complex technical challenges, improve operational intelligence, and work more safely and efficiently. With approximately 18,000 employees, Fortive brings together specialized businesses focused on practical innovation, continuous improvement, and responsible long-term impact.
Customer Support Operations Analyst (Zendesk, India Hybrid)
Administer Zendesk and improve contact centre workflows, workforce planning, and KPI reporting. The role is based in India with a hybrid work arrangement.
Description
- Own Zendesk administration and serve as the platform’s subject matter expert
- Manage ticket queues, ACD routing, workflows, automations, macros, and business rules
- Manage user access, platform governance, and system settings
- Improve workflows through automation and ongoing process improvements
- Coordinate integrations across Zendesk, telephony, CRM, WFM, and other business systems
- Maintain knowledge bases, wikis, and Zendesk Help Centre content
- Oversee forecasting, capacity planning, scheduling, intraday management, and real-time monitoring
- Plan staffing to meet demand and service level targets
- Track adherence, occupancy, shrinkage, productivity, and forecast accuracy
- Recommend staffing levels and model operational scenarios
- Build and maintain operational dashboards, scorecards, and executive reports
- Prepare routine and ad hoc reports for operations and leadership teams
- Review contact volumes, SLA results, queue health, productivity, and customer experience trends
- Investigate root causes and recommend practical performance improvements
- Automate reporting and maintain data accuracy and integrity
- Track and report contact centre KPIs, including Service Level, ASA, AHT, Adherence, Occupancy, Shrinkage, CSAT, FCR, and Productivity
- Work with Operations, Quality, and Training teams to improve performance and customer outcomes
Requirements
- Bachelor’s degree in Business, Commerce, Engineering, Statistics, Information Systems, or a related field
- At least five years of experience in contact centre operations, WFM, MIS, analytics, or Zendesk administration
- Demonstrated experience administering Zendesk in a customer support setting
- Experience supporting contact centre operations across multiple channels and/or sites
- Strong skills in Zendesk administration and Zendesk Explore
- Practical experience managing queues, automating workflows, configuring macros, and managing SLAs
- Sound understanding of contact centre operations and workforce management
- Advanced Excel, Power BI or Tableau, and SQL skills
- Experience with platforms such as Five9, Genesys Cloud, NICE CXone, or similar
- Experience integrating Zendesk with telephony, CRM, and BI platforms
- Strong analytical and problem-solving abilities
- Clear communication and effective stakeholder management skills
- Ability to turn data into actionable business insights
- Strong attention to detail and commitment to continual improvement
- Ability to manage competing priorities in a fast-paced environment