Talkdesk (NCS/Job/ 2094)

• Platform Administration:
• Manage user provisioning, de-provisioning, and role assignments within the TalkDesk platform.
• Configure call flows, IVR menus, and call routing to optimize customer experience and agent efficiency.
• Manage integrations with other systems (i.e. Salesforce in coordination with SF dev team) to ensure seamless data flow.
• Monitor system performance and troubleshoot issues to maintain optimal uptime.
   

Data Management:

• Generate reports and analyze call data to identify trends and opportunities for improvement.
• Utilize TalkDesk analytics to measure key performance indicators (KPIs) and track performance.
• Ensure data integrity and security within the TalkDesk environment.
   

Process Improvement:

• Collaborate with Customer Support stakeholders to identify process inefficiencies and develop solutions.
• Implement new features and functionalities within TalkDesk to enhance agent productivity and customer satisfaction.
• Stay up-to-date with TalkDesk updates and industry best practices.
   

User Support:

• Provide technical support to agents and supervisors regarding TalkDesk functionalities.
• Resolve user issues and requests in a timely manner. Escalate issues to TalkDesk support team where applicable
   

Qualifications:

• Proven experience as a TalkDesk Administrator or similar role.
• Strong understanding of contact center operations and metrics.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently and as part of a team.
• Strong attention to detail and organizational skills.
• Excellent communication and interpersonal skills.