- 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.
- 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.
- 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.
Skills Required
- 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 workforce management: forecasting, scheduling, intraday management, and capacity planning
- Hands-on experience with queue management, workflow automation, macros, and SLA management
- Advanced proficiency in Excel, Power BI/Tableau, and SQL
- Experience with contact centre platforms such as Five9, Genesys Cloud, or NICE CXone
- Experience integrating Zendesk with telephony, CRM, WFM, and BI platforms
Fortive Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Fortive and has not been reviewed or approved by Fortive.
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Parental & Family Support — Parental leave is fully paid for 12 weeks for all parents, with fertility coverage via Progyny and generous adoption/surrogacy support. Backup child and adult care plus inclusive eligibility extend support across diverse family structures.
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Healthcare Strength — Multiple PPO and HSA medical options include telemedicine and second-opinion services, alongside robust mental-health access through Spring Health with no‑cost therapy sessions. The breadth of medical and behavioral health resources is highlighted as a strength.
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Retirement Support — The 401(k) provides a competitive employer match each pay period, with an additional company retirement contribution after one year of service. Financial wellness tools and an employee stock purchase plan further bolster long‑term savings.
Fortive Insights
What We Do
Fortive’s essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions. We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We’re a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions. We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact. At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference. At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone. At Fortive, we believe in growth. We’re honest about what’s working and what isn’t, and we never stop improving and innovating. Fortive: For you, for us, for growth.
