Zendesk Expert & Workforce Management Specialist - Sienna Charles, Indonesia

Zendesk Expert & Workforce Management Specialist - Sienna Charles, Indonesia

deadline of application is on Jun, 05 from  https://id.talent.com/

Job Responsibility /Description:

  • This latest job opening is open to job seekers who have the latest education / graduate. Job Vacancies in this Zendesk Expert & Workforce Management Specialist field have been opened and published up to the specified time.
  • Zendesk Configuration & Support :
  • -Customize and configure Zendesk to meet project-specific needs, ensuring high performance and usability.
  • -Develop and analyze reports for insights and decision-making.
  • -Design, implement, and maintain AI solutions, chatbots, and app integrations to enhance support workflows.
  • -Automate processes using triggers, macros, and workflows to increase efficiency.
  • -Provide expert troubleshooting and technical support to resolve Zendesk-related issues quickly. Develop training materials, tutorials, and documentation to empower support teams.
  • -Monitor system performance, optimize configurations, and ensure Zendesk remains reliable under high-volume support conditions.
  • -Ensure all configurations adhere to data privacy and compliance standards.
  • Workforce Management & Operational Optimization :
  • -Forecast support demand using historical Zendesk data to plan staffing needs.
  • -Develop and maintain agent schedules to meet SLAs and optimize coverage.
  • -Adjust workforce plans dynamically based on seasonality, campaigns, or unexpected demand spikes.
  • -Generate real-time dashboards and reports, providing insights to leadership.
  • -Identify operational bottlenecks and implement automation or workflow improvements to boost productivity.
  • -Collaborate with management, HR, and training teams to align staffing and skill development with business goals.
  • -Recommend improvements for Zendesk workflows, macros, triggers, and automation to improve efficiency and support quality.
  • -Business Area Accountabilities :
  • Zendesk setup, customization, and performance optimization
  • -Report creation, analysis, and data-driven insights
  • -AI, bots, and app integration
  • -Workflow automation and process improvement
  • -Support and troubleshooting
  • -Workforce forecasting, and performance analysis
  • -Cross-functional collaboration and stakeholder communication
  • -Ensuring data privacy, security, and compliance Ideal Profile

Job Requirement / Minimum Qualification:

  • Please attach your last CV. Only shortlist candidate will be contacted.
  • Technical & Analytical Skills :
  • -Extensive knowledge of Zendesk platform, including configuration, customization, report generation, AI, bots, and app integrations.
  • -Strong analytical skills for interpreting large datasets and generating actionable insights.
  • -Experience with automation tools such as Zapier, AI chatbots, and support analytics platforms.
  • Operational & Communication Skills :
  • -3+ years in workforce management, customer support operations, or related roles.
  • -Proven ability to forecast demand, optimize staffing, and improve workflows.
  • -Excellent troubleshooting, problem-solving, and technical support skills.
  • -Effective communicator, capable of presenting complex data and technical concepts clearly.
  • Ability to work cross-functionally with product, engineering, support, and management teams.
  • Cultural & Personal Attributes :
  • -Customer-centric mindset, committed to delivering high-quality support.
  • -Adaptability and eagerness to embrace new tools and processes.
  • -Collaborative team player with a growth mindset.
  • -Self-motivated, detail-oriented, and able to manage multiple priorities.
  • Required Equipment & Working Conditions :
  • -Remote work-ready setup : stable high-speed internet with backup, computer (quad-core CPU 2.5GHz+, 8GB RAM+), dual monitors, headset, mic, webcam, dedicated workspace.
  • -Fluent in conversational English (written and verbal).
  • At least 1 year of remote work experience is preferred.
  • Preferred Qualifications :
  • -Experience in luxury or high-touch customer service environments.
  • -Certification(s) in Zendesk or related customer support analytics / workforce management tools.
  • -Knowledge of AI-driven automation in customer support.
Other Position
Jobs Summary
JOB LEVEL
Experienced,Knowledged
JOB CATEGORY
Client Service,Customer Support,Administrative,

About Sienna Charles

Sienna Charles designs personalized ultra-luxury travel & lifestyle experiences exclusively for our members. Our success lies in Jaclyn Sienna India's rigorous travels and elevated taste, coupled with her insight and experience to elevate our service for ultra-high net worth families and individuals from Business Executives to Presidents.

OFFICE ADDRESS