PURPOSE OF THE ROLEBe 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 Responsibilities1) 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.2) Knowledge, QA & EnablementOwn 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.3) Reporting & InsightsBuild 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).4) Projects & Vendor CoordinationSupport 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.5) Continuous ImprovementIdentify and ship practical fixes (form simplifications, auto-responses, routing tweaks, macro improvements).Track impact; keep what works, roll back what doesn’t.Key Competencies2–4+ 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.SkillsStrong 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 HaveExperience with iAdvize, Blond AI, e-commerce/marketplace support (orders, delivery/install, seller tickets).Familiarity with ticket taxonomy best practice and QA/calibration frameworks.
