Overview
The Workforce Management Consultant will play a crucial role in transforming the Zendesk architecture and reconciling the Workforce Management (Tymeshift) setup for a reputable ecommerce retailer. This hands-on position involves improving backend workflows, optimising data structures, and ensuring the alignment between customer support operations and workforce metrics. The consultant will work closely with the internal team to build and document a sustainable platform solution that can be managed autonomously post-engagement.
Responsibilities
- Audit and optimise backend ticketing workflows, omni-channel routing logic, triggers, automations, macros, and ticket forms.
- Clean up license usage, group permissions, and user hygiene across the Zendesk estate.
- Configure and troubleshoot REST APIs, JSON payloads, and webhooks to connect Zendesk with third-party and internal systems.
- Lead the hands-on configuration and alignment of data between Zendesk and Tymeshift.
- Reconcile agent activity tracking, schedule adherence, capacity planning, and shrinkage metrics.
- Streamline queue management and staffing visibility for team leaders and operations heads.
- Build, repair, and optimise custom reporting schemas and dashboards in Zendesk Explore.
- Document setups and ensure a knowledge transfer to the internal team for confident operation.
Requirements
- Proven experience as a Zendesk administrator, particularly with enterprise-level instances across Support, Guide, Talk, Messaging, and Explore.
- Direct experience with Tymeshift, setting up and reconciling workforce management data.
- Advanced skills in Zendesk Explore, including custom attributes, metrics, and data modelling.
- A proven record of delivering technical implementation projects in fast-paced contact centre environments.
- Ability to operate independently and adapt quickly to project demands.
- Availability for an immediate start within a 3-month contract.
- Proximity to Hereford for on-site work or willingness to stay locally for 3 days per week.