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.
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