Assistant Manager -CRM

Job Description

Position Senior Executive Service

Function CRM Department Service

Base Location Bengaluru Reporting to Manager - Service

Created on date 20 Jan 2025 Created by Saneesh M

Position Summary

Position will be responsible for CRM Developments, Process Enhancements & Supports. The position will

be responsible for CRM Training, Service SOP Developments, Call Centre Management & Training,

Onboarding & Driving New Technologies for Service & Call Centre Operations, Service MIS & Data

Analytics.

Role & Responsibilities

CRM Developments, Process Enhancements & Supports.

• Evaluating & Understanding Market Changes of process adaptations.

• ID Creations & Accessing or review of Users Access permissions & Corrections.

• New Process Additions based on business demands.

• Enhancement of CRM Process & Controls.

• Knowledge of Salesforce Administration management.

• Learn and know end to end Process and Train users New & Existing team.

• Providing Support on all CRM Related technical issues.

• Error Fixing and Workflow/trigger rule managements.

• Training in CRM for Call Centre Users.

• Develop and Build all Service-Related Process SOP’s.

• Accountable for Data Governance and Security of Users.

Managing the call centre operation

• Plan & Forecast Call Centre Manpower requirement.

• Close monitoring of call load & seasonal impacts and action on time.

• Vendor & Cost Management for Call Centre Operation.

• Performance monitoring of the call center and their SLA of Quality, AHT, CSAT & Training & Other

Performance metrics etc.

• Enhancement of Customer Experience and results at Call Centre.

• Management & Monitoring all Out Bound Process at Call Centre.

• Coach and mentor staff on product and services and customer service issues

• Monitoring of CRM on a regular basis for smooth operations.

• Identify training needs and create training programs for talent development.

• Close watch on system changes/needs & supports.

• All related technological supports.

Onboarding & Driving New Technologies for Service & Call Centre Operations.

• Development & Management of all new Service Technologies like Voice Bot, Chat Bot, Cloud

Telephony etc.

• Evaluating newly available technologies and exploring opportunities to enhance customer

experience.

• Integration of Support of existing & New Tools to Salesforce CRM.

• Knowledge and implementation of Power BI Tool for Data Analytics.

• Knowledge and implementation of Tableau Tool for Data Analytics.

• Knowledge and implementation of SQL Queries & Big Data Management Tools.

• Onboarding and SOP Creation for all new Toll Utilization & Implementation.

• Social Media Tool Integrations to Monitor and support Customer Escalations.

• Omni Channel Development for better and futuristic customer experience.

• Development of Newer AI Tools and Process to System.

Service MIS & Data Analytics.

• All Post Sales related Data Understanding and Analytics.

• Data Analysis and Visualization with Big Data Management tools.

• Knowledge and experience in handling & developing Dashboard of Power BI tool.

• Knowledge and experience in handling & developing Dashboard of Tableau.

• Knowledge and Management of Data SQL Database, Use of Macros, Power SQL Queries.

• Knowledge and advanced skills in use of Master Excel, Power Point etc.

Collaborating with other departments

• Works with other departments, such as sales and service, to align customer service strategies

with overall business objectives

• Builds and maintains solid customer relationships, understanding their needs and providing

personalized service solutions

• Supports in Data & Analytics as on when required.

Qualification & Experience

• Bachelor of Engineering

• 2+ yrs of working experience in CRM or Salesforce Administration/ Call center management

Knowledge & Skills

• Team Management

• Customer Management

• Coordination with multiple levels and cross functional teams.

• Communication and Presentation