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 (M /Q ).
- 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 Service Now, 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.