Description

PURPOSE OF THE ROLE

• Be the business owner of our customer service platforms. You’ll configure Zendesk, guide Five9 routing at the business level, use Verint/Monet for scheduling, and coordinate vendors and rollouts (including the Adeo Zencare project).
• Your goal: faster resolutions, happier customers, and smoother agent workflows. No coding or infrastructure work.

Key Responsibilities

Workflow & Platform Configuration (business‑side)

• Configure Zendesk ticket forms, workflows, SLAs, macros, triggers, views and groups.
• Maintain contact reasons/taxonomy and tidy queues for Stores, HQ and Seller Support.
• Adjust Five9 business routing (skills/queues/prompts) and raise technical change requests to IT when needed.
• Use Verint/Monet to support forecasting inputs, schedules and adherence reporting.

Knowledge, QA & Enablement

• Own the knowledge base (content owners, review cadence, search/deflection wins).
• Run QA calibrations with team leads; translate findings into macros, scripts and training.
• Create runbooks and deliver micro‑training for agents and store teams.

Reporting & Insights

• Build and maintain Zendesk Explore dashboards; track SLA, AHT, FCR, CSAT, backlog, deflection and abandonment.
• Produce weekly VOC and root‑cause summaries with recommended actions for Ops, Delivery/Install and E‑commerce.
• Set up alerts for queue health (spikes, SLA breaches, abandoned calls/chats).

Projects & Vendor Coordination

• Support the Adeo Zencare rollout (2025–2026): readiness, UAT, cutover planning and hypercare.
• Coordinate with Digital/IT and partners (delivery & installation providers) to map status updates and hand‑offs.
• Manage iAdvize (live chat) and Blond AI (voice assistant) configurations at the business level, including safe hand‑off rules.

Continuous Improvement

• Identify and ship practical fixes (form simplifications, auto‑responses, routing tweaks, macro improvements).
• Track impact; keep what works, roll back what doesn’t.

Requirements

Key Competencies

• 2–4+ years administering Zendesk (or Salesforce/Freshdesk) in a 30–150 seat contact centre.
• Hands‑on with business‑side Five9 routing/queues and WFM usage (Verint/Monet/Calabrio).
• Proven wins improving SLA/AHT/FCR/CSAT via configuration, training and knowledge—not code.

Skills

• Strong troubleshooting and analytical thinking; organised and detail‑oriented.
• Comfortable building Explore dashboards and using advanced Excel/Google Sheets.
• Clear communicator who can train agents/leads and write crisp documentation.

Nice to Have

• Experience with iAdvize, Blond AI, e‑commerce/marketplace support (orders, delivery/install, seller tickets).
• Familiarity with ticket taxonomy best practice and QA/calibration frameworks.