Digital Waffle
Human Resources Information System Specialist
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A well-established ecommerce retailer is hiring a Zendesk & Workforce Management (Tymeshift) Specialist on a 3-month contract to lead a focused piece of hands-on configuration and reconciliation work.
This is a hands-on delivery contract, not an advisory one. You'll get under the bonnet of an existing Zendesk instance, tune triggers, routing and Explore reporting, and work directly with Tymeshift to reconcile scheduling data and get the WFM setup performing properly. Immediate start, with a strong likelihood of extension into a follow-on project.
Role: Zendesk & Workforce Management (Tymeshift) Specialist (Contract)
Rate: £500 per day, outside IR35
Location: Hereford, hybrid, 3 days on-site and 2 remote
What you'll be doing:
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- Configure and refine Zendesk backend logic, including triggers, automations, and routing
- Build and improve Explore reporting so the business gets clean, usable insight out of the platform
- Work hands-on in Tymeshift / WFM to reconcile scheduling data and stabilize the setup
- Partner with internal teams to understand current pain points and turn them into concrete configuration fixes
- Document what you build and leave the setup in a state the internal team can confidently run without you
What you'll need:
- Deep, hands-on experience configuring Zendesk backend logic (triggers, routing, Explore reporting)
- Direct working experience with Tymeshift or equivalent Workforce Management tooling
- Track record delivering short, focused contract engagements against a clear brief
- Comfortable operating independently and moving at pace from day one
- Available immediately for a 3-month engagement
- Either local to Hereford or happy to lodge nearby mid-week
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Nice to have:
- Experience reconciling WFM scheduling data against operational or contact centre reporting
- Prior work inside an ecommerce, retail or high-volume contact centre environment
- Broader CX or contact centre tooling exposure alongside Zendesk
This role would suit a hands-on Zendesk and WFM specialist who wants a clean 3-month piece of work with a very real chance of extension, working directly with internal teams to leave the platform in better shape than they found it.
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