Zendesk Delivery Manager

Client: TCS

Payroll: Mbit Computraining Private Limited

Note: Moved to direct TCS payroll after 3 months, subject to client confirmation and your performance

Eligibility: Total Experience salary should be with PF Deductions only

Requirement : Zendesk Delivery Manager

Exp : 5+ Years

Location : Chennai(WFO)

Max Budget: 24 LPA

Key Responsibilities

• Operational Excellence: Manage end-to-end service delivery, including customer interactions via email, chat, and voice. Ensure adherence to SLAs, Average Handling Time (AHT), Quality scores, and KPIs.
• Zendesk Administration: Handle the implementation, configuration, and optimization of the Zendesk platform.
• Client Relationship Management: Act as the primary contact for clients, managing expectations, and conducting monthly/quarterly business reviews (MBR/QBR).
• Team Leadership: Lead, mentor, and motivate a team of agents, managing performance, attendance, and attrition.
• Process Improvement: Drive continuous service improvement (CSI) initiatives and RCA (Root Cause Analysis) for service deviations.
• Reporting and Compliance: Oversee daily, weekly, and monthly reporting of performance metrics and ensure adherence to security and audit compliance.
• Zendesk +6

Required Skills and Qualifications

• Education: Minimum 15 years of full-time education (Bachelor's degree required, MBA preferred).
• Experience: Generally 5-10+ years of experience in IT service management, customer support, or client delivery roles.
• Technical Skills: Proficient in Zendesk (implementation/administration), as well as other ticketing systems like ServiceNow, Jira, or Salesforce.
• Domain Knowledge: Sound knowledge of BPO/Logistics processes, or relevant SaaS support environments.
• Soft Skills: Strong leadership, communication, stakeholder management, and analytical skills.